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UX designers should know the mental models of users to design human-centered digital products and services. However, these mental models are not easy to capture and vary substantially from person to person. Concept mapping is a valuable method to explore mental models. But what to consider when using concept mapping in UX research?

In both business and design, we are focusing increasingly on our users’ experience, especially in the digital medium. What are the reasons for this development? This article traces this development and answers questions like: What is the economic value of experience? What is characteristic of experiences? Why are experiences so important, especially in the digital medium? And how can experience help us shape a future worth living?