Mental Models, Service Design & The Problem With Convergence

This document discusses convergence in the context of telecommunications services and the importance of user experience (UX) design. It notes that while companies may offer converged services under a single brand, users form mental models of the services based on their individual experiences. This can lead to expectations not being met if the backend systems and organizational structure are not designed for true convergence. The document recommends three steps for organizations - 1) converging internal UX efforts, 2) converging product development, and 3) involving UX at the strategic level early in the process to align with user mental models. Proper service design is needed to connect the front-end and back-end experiences for successful converged services.