Wayfinding
The map might be correct, but that doesn’t mean it will work.
The sign might be legal, but that doesn’t mean it’s going to be effective.
We’re surrounded by instruction manuals, videos, announcements and all sorts of other forms of instruction.
But a map only works if it helps.
Finding our way, getting the job done, changing our minds–these are forms of wayfinding. And our internal layout of the world doesn’t match the way it is actually built.
You can drive to your childhood home blindfolded, but you probably couldn’t draw a route of how to get there for someone else.
Realizing that our job is to help others find the way is half the job.