What term refers to the mental representation a user has about how a system works?

The term that refers to the mental representation a user has about how a system works is known as a mental model. Mental models are crucial in user experience because they help users understand and predict how different elements of a system will behave. These mental frameworks are formed based on users’ previous experiences, knowledge, and interactions with systems, which influence how they approach and use new interfaces.

For example, if a user has previously used a particular type of software, they will develop expectations about how similar systems might operate, based on their mental model. This understanding can greatly affect their ability to successfully navigate and interact with the new system. An effective user experience design takes these mental models into account to create interfaces that align with users’ expectations, thereby improving usability and overall satisfaction.

In contrast, usability focuses on how effectively and efficiently users can accomplish their goals within a system, without necessarily capturing the user's internal conceptualization of that system. Information architecture pertains to the organization and structure of information within a system, while interface design relates to the visual and interactive elements of a system. While all these aspects are integral to user experience design, it's the mental model that particularly highlights the user's internal understanding of how a system operates.