“To summarize, a conceptual model is a story. It doesn’t have to discuss the actual mechanisms of the operation. But it does have to pull the actions together into a coherent whole that allows the user to feel in control, to feel there is a reason for the way things are structured, to feel that, when necessary, it’s possible to invent special variations to get out of trouble and, in general, feel mastery over the device.”
From: Norman, Don (1999), The Invisible Computer: Why Good Products can fail, The Personal Computer Is So Complex and Information Appliances Are The Solution, New York: Harper Collins, p.179
