The principle of Match Between the System and the Real World states, “The design should speak the users’ language. Use words, phrases, and concepts familiar to the user, rather than internal jargon. Follow real-world conventions, making information appear in a natural and logical order.”
To apply this principle in general terms, write clearly so the meaning of words is obvious, and don’t use concepts not everyone may understand. Knowing your users helps direct your design.
In Salesforce, this can mean
- Avoiding using acronyms for field labels
- Using words they are already familiar with instead of internally used jardon
- Building a workflow process around how your users currently work
- Choosing app names that people can easily identify with
- Creating UI elements in Lightning Web Components that are similar to elements found in the real world (e.g. dials and sliders)
The takeaway
Users have a mental model or theories of how a system works based on their past experiences with real-world objects. When they transition from the physical world to Salesforce, they carry those interpretations with them.
You can use this to your advantage by customizing Salesforce in a way that matches these mental models. Familiarity makes experiences enjoyable.