Polyhierarchy can be used to improve the findability of information by making it easier for users to find information that they are looking for. This is because users may have different mental models of how information is organized, and polyhierarchy can accommodate these different mental models.
In the case study of MyTelstra's order tracking experience, we can see how important it is to understand user mental models when designing information architecture and userflow.
Understanding user mental models is important in IA design because it helps designers create an IA that aligns with the user's expectations.
Harnessing the Power of Optimal Workshop to Refine User-Centric Design
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