How do we form an appropriate conceptual model for the devices we interact with? We cannot talk to the designer, so we rely upon whatever information is available to us: what the device looks like, what we know from using similar things in the past, what was told to us in the sales literature, by salespeople and advertisements, by articles we may have read, by the product website and instruction manuals. I call the combined information available to us the system image. The system image is what can be derived from the physical structure that has been built, including documentation.

The Design of Everyday Things: Revised and Expanded Edition
from Don Norman 📕