When Expectations Clash with Reality

Imagine walking up to a door with a massive metal pull handle. You pull, but it doesn't budge. Turns out, it's a push door (a classic " Norman Door " ). In that brief moment, your brain experiences a mild shock—cognitive dissonance.

The exact same thing happens in the digital world. Users arrive at your product carrying a heavy suitcase of past experiences (mental models). If your interface behaves contrary to those expectations, conflict arises.