Power of Ten with Andy Polaine S4 Ep5: Indi Young - Mental Models and Thinking Styles
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Apr 10, 2024 Indi Young, a solution strategist, talks about the importance of understanding mental models and thinking styles that are not fixed personas. She discusses the challenges organizations face in adapting to different ways of thinking and addressing user needs. Indi shares insights on bias, cognitive understanding, decision-making post-pandemic, and working with AI models.
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Netflix Example Of Unseen Bias
- Indi recounted a Netflix product-person comment about a $7 ad-supported tier and called it biased.
- She argued that ads harm people who struggle financially or carry shame from past hardship.
Design Options That Avoid Harm
- Avoid one-size-fits-all solutions that exploit or shame vulnerable customers.
- Offer alternate options that remove harms while preserving affordable access.
Mental Models As City Skylines
- Indi's mental models are visual 'city skylines' built from people's interior cognition about a topic.
- Towers represent grouped thoughts by focus of attention and reveal gaps in organizational support.