We see the same failure pattern in complex products, from missile defense to banking software to hospital systems. You have three models in play, and they rarely line up: - Engineering model, how it actually works - User model, how people think it works - Design model, how we want them to think it works The mistake, every time: letting the engineering model leak to the surface. IDs as page titles. Tabs that mirror hardware. Settings arranged by the org chart. It forces people to memorize, not to understand. A quick audit for high-stakes systems: - If a veteran can fly through screens only by muscle memory, the engineering model is showing. - If user requests are all tiny tweaks, the user model has ossified. - If new staff can answer core questions in under 60 seconds, the design model is doing its job. Our rule: respect engineering and user truth, then ship a third model that teaches the right mental picture. This is the difference between “works” and “works under pressure.” #UXStrategy #ProductLeaders #EnterpriseDesign #MilitaryTech #HealthcareUX #Fintech #HumansFirst