Even though I could not get my hands on one of the copies the ideas discussed in few seminar videos by Indi young was quiet impressive. She talks about the strategy and techniques to capture mental models and also conducts workshops to develop the skill of building mental model diagrams--a powerful tool to help anyone create products and services that do a better job of meeting the real needs of your users.
Below you can check the video where she describes her idea in details about the mental model diagram and how it can align this tool to get better results.
Presentation by Indi Young at Google Tech Talk
