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NOVEMBER 27, 2006 
Tool: Mental Models Indi Young, a founding partner of user-experience consultants Adaptive Path, creates color-coded diagrams she calls "mental models" for clients seeking to revamp their Web sites with imaginative new features such as photo-sharing. Young outlines how customers experience a Web offering first-hand, then tries to translate that to clickable Web actions. The diagrams provide a picture of what customers want to accomplish via a site. The mental models also compare these expectations with what's already offered. The goal is to provide a single landscape (some paper maps are up to 24 feet wide) that reveals gaps and strengths before redesigning a client's Web site. Young and her Adaptive Path colleagues have made diagrams for Dow Corning, Microsoft, Princess Cruises (CCL ), and Wells Fargo (WFC ).  By Reena Jana Get BusinessWeek directly on your desktop with our RSS feeds.  Add BusinessWeek news to your Web site with our headline feed. Click to buy an e-print or reprint of a BusinessWeek or BusinessWeek Online story or video. To subscribe online to BusinessWeek magazine, please click here. Learn more, go to the BusinessWeekOnline home page  | | |
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