Unclear mental model

To make sense of a new product, users rely on mental models—representations of how things work—that they acquired in previous experiences. However, in some products, these mental models are either missing or not easy to recognize. As a result, users may struggle to understand the purpose of the application, how to navigate it, what's expected of them, etc. An unclear mental model can make it difficult for users to understand how to use the product effectively, which undermines their sense of competence and can lead users to have negative feelings (confusion, frustration, discouragement, boredom, and more) and struggle to achieve their goals easily, efficiently, and accurately.