# Designing for the Mind: Using Cognitive Load to Measure UX Effectiveness — Ben Shelton, Cordelia Prangley — session 2026-08-28T03:00:00.000Z → 2026-08-28T03:30:00.000Z

_454 transcript lines · 87 slides_

## Transcript

we we recognize that human limits exist, and we we all intuitively understand that. But when cognitive demand increases, humans begin simplifying the the experience. They might simplify information analysis. Their the rate of error might increase. So there's a number of negative things that might happen once limits of cognition begin to reach or be maximized or overflow, that's something that we'll touch on in this presentation But importantly, us as designers and people who are interested in user experience and user interface, there there needs to be a recognition that the human brain does have have limits, particularly working memory. There are limits around working memory. And as I mentioned, there are negative things can happen once we hit that limit. As in the the scenario, the metaphor that I talked about then, there was there was opportunity to switch off something that was taking up an item in in working memory. But we don't always have the opportunity to do that as users of products or user interfaces. So us as designers, we need to be cognizant of that, and work around that for users because, of course, between humans, levels of working memory differs. We all hear about that magic number seven plus or minus two. That's I I think as we all know, that's pretty hotly debated in terms of working memory and capacity. But but of course as designers, we need to be cognizant of of working memory and design around it. So That brings us to the the title of our talk, which is about designing for the mind. I I'm my name is doctor Ben Shelton, so I have a research background and work as a, as a professional member of staff at the University of Newcastle. And I have my colleague here, Cordelia Prangley, who's a user user experience and service design specialist in in the team. So this is about how we can think about cognitive load theory, so a theory that comes from the field of psychology. And how us as hopefully good designers can can take that theory and use it to mold and meld our interfaces and experience and services that we offer our customers to, hopefully, offer experience that are human centered, and that don't lead users to a state of cognitive overload, which we'll, we'll we'll touch on shortly. Just what what cognitive overload is, how users get to a place or a point of cognitive overload, and how hopefully it's good design as we can, we can avoid that and steer them down a different path. But while I hand over to you, Cordelia, we're gonna touch on some of the complexity around modern systems. And what that means, within within what is a noisy world. Fantastic. Thank you so much, Ben. As you mentioned, modern digital environments continuously compete for higher attention. Now, to ifications, dashboards, messaging platforms, AI copilots, alerts, and fragmented workflows are all competing simultaneously. And this brings us to cognitive load theory. Most interfaces today are designed for functionality and engagement. Far fewer are designed around human cognitive limits. So what exactly is cognitive load theory? Okay. So I I've talked a little bit about this and how it its origins and and where it's come from. So this is a a theory that's been around for a number of decades now. So coming from the the field of psychology. My background, and I guess my interest in this came from, human computer interaction. That's that's the field that I work in from a from a research perspective. And this is I I guess, one of the attributes of human behavior that we can we can think about and be cognizant of when we're we're designing interfaces. So cognitive load, it's not it's not a general term, and I I I've got a some content on this in a in a couple of slides time, where I think we we all hear about cognitive load or cognitive load theory in the context of service design or user experience, but there there there is a background to it. And it at its core, it relates to working memory, the number of number of items that someone can store working memory any given time. And how that relates to their performance. There's this this idea of overload, and we'll touch on that in a few slides time. So before I leap into that, I might just talk about and this is this is almost textbook style information, so I won't I won't go into great detail on this, but the the three types of of cognitive load theory. And I think as us as designers or folks interested in design, how we can be aware of each of them. And I just start by saying not all cognitive load is is bad. There's this idea of intrinsic cognitive load, which has been somehow in some ways inherent. We can't we can't always design around this, but we need to be, aware of it. This relates to the complexity of the task itself. So this is the the doing of the tasks. So, of course, there's tasks that we as humans naturally find easy. And others not so much. So, you know, low intrinsic cognitive load, maybe that's doing something simple. That we do all the time. So there's this this idea of schema acquisition. As a concept in psychology also, where you we're and we're all familiar with this, of course. If you do something repetitively, you get better at it. But, you know, the example here is something like filing your tax returns. We we don't do that all that often, hopefully. Mhmm. And there there's, of course, intrinsic load. Related to that. This idea of extraneous reload. Load. So this is probably the the one for us that we need to be most aware of. So this is cognitive effort caused by poor design. So this is something that we can hopefully control. So this might be a cluttered or confusing interface. And again, if we think about cognitive load, it relates to memory. So if this is an interface where you have to have to remember something be between screens, or you have to hold a piece of information and move it between, parts of the application or if the user feels lost or it's not clear where they are. And there's this idea of germane load, which load that supports learning. So working at a university, this is interesting to us. And you can see the core of cognitive load theory comes from learning sciences. And that's where it started. So and early on in the the research here was about, instructional design. So this is about load that supports learning. So this might be helpful guidance or visualization as someone's moving through an application or a piece of learning. So load's not inherently bad. So we'd call something like germane load good. Extranious load is in some ways clearly bad. It's something that we can control. And be on top of as designers. And I view intrinsic load really as somewhere in between. So I touched on this a few slides ago. This is my me sort of getting up on my soapbox in in some ways that we hear about cognitive load all the time as folks who are interested in user experience, UI design, so on and so forth. So I'll start by saying it's not a it's not a general term. It's doesn't describe a general annoyance or frustration with a thing or a product or a service or an application, so on and so forth. So what cognitive load is is you can hear me. I've been rabbiting on about memory, and demand, so it relates core to memory. Relates to information processing burden. So the effort required to encode and process information, effectively and hopefully quickly. Relates to the allocation of attention. So we can see that back in the the car driving example. We were we were choosing to allocate attention to, well, hopefully the road and not the radio. That becomes important in the in the driving scenario. There there is some consequence if overload happens. If overload happens when you're you know, manipulating a spreadsheet, maybe it's a bit of a so what thing. You know, you might make an error or your app your information analysis might become simplified. But if you're, you know, if you're if you're flying an airplane, or something, if overload happens, it's obviously catastrophic. And it relates to the mental load during task execution. So so that's what it is. It's not always a symptom for bad user experience or a a, I guess, a general term or a general descriptor of frustration. From the user. They a user might not always report frustration when they're as their load's increasing. Doesn't really or doesn't always relate to visual complexity. It of course can, but that's not always the the cause of the symptom. Doesn't relate to general discomfort or emotional stress alone. So it is the concept is much more complicated than that. So I've talked about overload, a little bit through the presentation. And the way I like to describe it is to use this this cup filling up metaphor. So like in the driving scenario, we have this this vessel and it's continually filling with items in memory. So I've I've sort of bucketed this into three categories here. So we have optimal capacity where we're focusing within or we're operating within our cognitive limits, and then something happens. So something gets added to memory, The cup begins to feel. So we approach our capacity and then we get to this point of overload. So this is when the you know, the cup's overflowing. And when the cup begins to overflow, we see a number of negative effects, which again as designers, will hopefully be aware of and avoid. So again, it depends what the user's doing if this matters. But, of course, we want our users to be satisfied and happy and our customers to return to our applications and they perhaps won't do that if they're reaching the point of cognitive overload. Again, if we develop systems for transport or for aviation, on and so forth, the effects there are much greater. But, of course, it still relates to products. That are that are used every day. So we might see things like reduced attention, so important information getting missed. Because, again, we're overflowing, memory's overflowing, and we're having to reject things from working memory. We might see increased errors. Again, may not matter depending on the application, but, of course, that can be frustrating. For for a user and for and for the wherever the error error is landing. If it's you know, you're working on a spreadsheet for your boss, hopefully, there's limited errors. Slower decisions. So I I guess back to the car example. There there's lots going on there. So your decisioning may be slower. And, of course, in that scenario, that's not all that ideal. I've mentioned simplification of information analysis, a couple of times now, and that's that's really a classic. Example or sign of of cognitive overload. Reduced recall. So again, this is the concept that relates to memory. And cognitive fatigue also. Cool. Thanks, Ben. So good design protects cognitive capacity. And great interfaces reduce unnecessary demand on working memory. They help users stay orientated, focused, and confident. But how do we know when this is happening? So interfaces do more than just display information. They shape cognitive effort, and every interaction either supports good cognition or competes with it. Our challenge as designers is to design around inevitable complexity. Always gonna be there. So how do we make it manageable? And how do we help our users retain control? There's some ways in which we can achieve this. Across UI, UX, and service design. So for UI design, visual clarity, information hierarchy, scannability, attention guidance are all very important here. In UX, wanna think more about the process. So reducing cognitive load could be considered in the interaction flow So reducing the number of steps in tasks and supporting decisions with clear opt And finally, in service design, this can look like a journey of continuity. Cross system coherence, and reducing handoffs. If cognitive load influences interface effectiveness, how can we actually measure it? So there's a few ways we can measure workload. So there's three categories typically. If we were to pick up the academic literature, these are these are the three that we would see. So they're they're self reported measures. What we call physiological measures, and then performance based measures. So I'll I'll just touch on each of these three briefly because I think again, as folks interested in UX, folks interest hopefully interested in measurement and and and research regarding your your products or your system. These are these are tools that we can pull out of the toolkit. To measure, well, is this is this system or this application or this screen, is it cognitively loading? Our our users? I'll start with self reported measures. These are the most I think for us here in the room, these are the pros perhaps the most reasonable to to start with. These are, as I say, self report measures. So typically come in the form of some sort of self completion survey or questionnaire. So this is about the per se the the participants' perceptions of their own levels of workload. There's, of course, challenges in in that. Like, if I was to ask anyone in the room now, how cognitively loaded do you feel right now I I think that's a hard question to answer. But there are there are standardized methods and measures to to help us through that. The most famous of these is a is a measure called TLX. So it is it is created by the people who send rockets into space. And it was created, well, a number of decades ago to measure or to measure just that instrumentation within aviation scenarios. And how how cognitively demanding they are. So this this is a a number of scale styles questions that a participant will answer and then you end up with a single number at the end, that that represents their their workload. So this is a, I guess, a fairly typical or common way to measure measure workload. I I suppose, you know, a a quick and dirty and cheap methodology Next are the physiological measures. So this works on the assumption that one's level of workload is externalized through some sort of physiological process within the human body. So we're we're probably all familiar with, use of polygraph or lie detector testing, that's that's another example of physiological measures. So in terms of cognitive load, there's a number of ways to do this. So there's theories about behavior of the eye. Particularly ballistic movement of the eye, which could be tracked. To reveal one's level of workload. Pupil dilation is another, area or or response from the human body that's measured. Heart rate variability, is another area. And you can look at the the source directly through something like fMRI. Is another method. But of course, very very, very expensive specialized and technical methods to measure workload. Next to performance measures, this is probably my my preferred way to measure workload. And this is where we would typically get a participant into a dual task scenario. Again, we think back to the car where they're they're doing lots of things. And at that point, the point of work overload occurs when they're turning off the radio. So if we can get a participant into a dual task scenario, so they might be interacting with our system or application that we wanna test, we might ask them to do something simultaneously. But as their performance reduces in the primary task, we know they've hit the point of of overload. So as we saw when the radio was being turned off, So we can we can look for tells in human behavior, through performance to, to reveal workload also. So things like task completion time, the number of errors made, the interference from a dual task. So if they're doing multiple things at the same time, and delays and heat maps in behavior too. So we we see things like cursor tracking, click tracking, things like that in applications. So when we think about our interfaces and some of the I I guess, some of the levers that we can pull as designers, And I'm just suggesting now that perhaps there are some predictable ways that cognitive load becomes apparent interfaces that that we might design. So again, relates to memory. So if there's too many simultaneous choices, we might have this idea of decision burden, this dichotomy of choice. It's almost like that thing where we all open the Netflix screen, and there's too many things to to pick, so we just don't pick anything. So this this decision burden that may happen, I Fragmentation of information, so information being spread. Across multiple places, multiple formats, or where we forced choice. If there's hidden system logic, so if the the state of visibility, isn't clear, or if there isn't clear mental model displayed. If there's constant attentional competition, So if there's things competing. I Cordelia had a good slide at the beginning. Demonstrating really the noisy world. That we live in now where, the phone's going off, the watch is buzzing, that we're getting notifications here, there, and everywhere. And if there's excessive recall requirements also. So again, relates to memory, and if there's a need to recall things across time or across tasks, that can that can represent a burden also. So In terms of how we can design around this, so if we're cognizant of examples like that, we we can think around that. So if we're to reduce unnecessary decisions, if this is around progressive disclosure, having smarter defaults within an application or more obvious defaults, or more linear pathways. This could be very simple if it's having you know, having bread crumbs available in an interface or something like that. If we can support recognition over recall also, So if we can have persistent visual cues and labels guidelines, and hints through an application, If we create a tensional hierarchy, so if there's a clear visual hierarchy in our content design, white space and grouping, and some priority signaling throughout our content also. And if we preserve the flow across systems, so if we're moving folks between systems, this is important in our context at university, If there can be consistency or shared navigation, or state preservation between those systems or dialogues. So Brilliant. So I'd love now to talk quickly to an example. Where I guess we sort of utilize some cognitive load theory to make an experience better for our primary user group, which is our student cohort. So we had a case study, within the higher education difficult platform to use. It's very terminology intensive, and it's quite a difficult process for our students. So what we found through user research was there was probably unnecessary and extra friction across a user journey where students actually needed quite a great level of detail to be able to complete the administrative task. So applying some cognitive load theory, we used, little bit of help material. So we actually built some custom help material through a digital adoption tool. And embedded that in the primary platform that we were having those challenges with. And we used, I guess, like we applied the theory in ways around progressive disclosure of information and preselected elements to guide our students through those required steps. So not just, I guess, helping them get to the goal, but also teaching them how to get to that goal again in the future. So the impact does speak for itself. Latest stats. So within the last ninety days, that health material has surfaced to 23,000 students and the accompanying self help module within that has answered over 900 inquiries, diverting that away from our primary inquiry center. So in beginning beginning to summarize, I guess, in terms of what we're trying to take or in taking all of this together, we're saying that good design hopefully protects our ability to think. And that great unified interfaces protect memory for what matters most. So I I wanna leave you with with with just a few things to remember or hopefully a few takeaways. Out of this talk. So one, that working memory is limited. So when you're when you're designing or you're assessing an interface or a system or a processor or service, think about that think about that cup metaphor. How many things they might need to remember or recall or be cognizant of through throughout their journey And think about that cup overfilling and perhaps the the effect that might happen once that occurs. So again, hopefully, a takeaway for you all is that working memory is limited. So And the second takeaway for you all, that cognitive overload changes behavior. So again, back to the cup. It's over filling. And what that means for our users that they're going to simplify information analysis, that they may make errors, that they may feel more frustrated. So these are the things that we as custodians of of systems and processes that we of course, wanna avoid. So less let's be cognizant of that also, that overload affects decisions. Attention, and performance of our users and our customers. And finally, that good design reduces unnecessary cognitive work. So back to some of those examples. Which are in some ways straightforward and and may be obvious, but they can be they can be easy to forget in the in the process of design and iteration. And so on and so forth, that they're simple, but we need to remember them. And that good design can prevent unnecessary unnecessary cognitive work and hopefully lead us to a place where we're not cognitively overloading our users. And that the best systems help people think clearly. So I'll leave it at that. I'll thank you all for for being a great audience. And and listening through today, and happy to take a question or two if if there's time, of course. Thank you both very much. Step this way a little so that we can Yep. Reorganize over there. But, questions for Ben and Cordelia? Would anyone like to pose a question? And you're probably all thinking don't make me think too hard. It is late on a Friday. Yeah. It's getting there. At the back there, please. Great talk. Thank you so much for that. Cognitive load, it seems to be coming up a lot with AI tools, and it's kind of a new I guess, it feels like a new concept. How would you recommend we talk to stakeholders and executives about cognitive load? I feel like that presentation's so detailed. Don't think they could sit through it. Yeah. I I think it's to focus on it's particularly for an executive audience. I think it needs to be about the the negatives. What happens if we're not aware of it? And I guess use of AI is a a good example. If we have that surfacing or popping up within an interface or or requiring us to remember something, what that could mean? They might disengage with the process. They might become frustrated, forget things, or there might be further errors. So I think that's hey, if I was presenting it, I'd probably start with that cup concept and begin to explain, well, what what's going to happen if we don't think about this or invest in this? Space? Down the front here. Dan here. Sorry, we're making you like get your steps in today. Universities are complex places and the technology that's sits in universities are complex. I'm really curious about how you navigated making the changes within your system while your system still had to continually work? Do you wanna take that? So a big part of that change and getting, I guess, traction for that change is our user research practice. So, we have a couple of ways In essence, we do continuous discovery with our students. And we've just tended to find that bringing those students into those conversations really changes the outcome of that conversation. And I guess a real pro of the university environment is that that research is really well with you. Yeah. Yeah. Question. That continuous research piece, I work with a bunch of universities and I find it extremely difficult to get students to participate in that process. So how do you do that? Probably off topic, but Yeah. So do you I really like to talk about that, so that's okay. So I guess there's a few few ways we do research for the projects that Ben and I look after. A way in which we find our engaged students is we have a continuing in a in essence, it's market research group, but we call it student feedback feedback community. So for us, we actually recruit students that are a little bit more engaged a little bit more willing to comment on things and and give a solid answer. It's not to replace what we do in discovery. Like, we're still going out and we're actually targeting research depending on what the project is. When we sort of come to the second part of the double diamond, we're actually now we have I guess, an indication of what the problem is and what we're trying to solve for. That's when we would get that community group engaged. But, yeah, you can totally come pick my brain after it because I really like to talk about it. So Okay. I was talking to someone last night from the University of Newcastle Library Tom, I think somewhere. Andy. There there we go. Who said he would sort of go up and find students and bribe them with snacks. Yep. And that tends to work well as well. So get the study group, bribe them with snacks, get Deakin University library folks agree? Good. Alright. Thank you both so much. Thank you. Thank you. Earlier this week, some wires, like a a weight that creates tension for the overhead wires on part of the Sydney train network fell and dropped and the wires lost their a a bit of a mess on the northern line in Sydney. And it created chaos and it made the news and all sorts of stuff. And I'd like to hand. It is not Alise's responsibility or fault but it's a good segue, I It just sort of shows the, the impact that Ken that, issues with public transport in particular can cause to all sorts of people. And it wasn't just on that line, it ended up cascading quite, quite a lot. And it's not your response re traumatizing you. Probably but please join me in welcoming Elise to the stage.

## Slides

### 00:00:16

# The Brain Has Limits
Interfaces compete for cognition

[Image of a multi-lane highway at night with car light trails and a city skyline in the background]

### 00:00:35

# The Brain Has Limits
Interfaces compete for cognition

[Nighttime aerial view of a multi-lane highway interchange with long exposure light trails from cars]

### 00:00:36

# The Brain Has Limits
Interfaces compete for cognition

[Nighttime aerial view of a multi-lane highway interchange with long exposure light trails from cars]

### 00:00:56

# The Brain Has Limits
Interfaces compete for cognition

[Nighttime aerial view of a highway interchange with streaking car lights]

### 00:01:17

# The Brain Has Limits
Interfaces compete for cognition

[Night aerial view of a highway interchange with car light trails]

### 00:01:40

# Designing for the Mind
Using Cognitive Load Theory to Measure System Effectiveness

Presented by Dr Ben Shelton & Cordelia Prangley for UX Australia 2026

[City skyline at night viewed through a rainy window]

### 00:02:01

# Designing for the Mind
## Using Cognitive Load Theory to Measure System Effectiveness
Presented by Dr Ben Shelton & Cordelia Prangley for UX Australia 2026
[City skyline at night, viewed through a rain-streaked window]

### 00:02:25

# Designing for the Mind
Using Cognitive Load Theory to Measure System Effectiveness
Presented by Dr Ben Shelton & Cordelia Prangley for UX Australia 2026

[Blurred image of a city skyline at night, seen through a wet window with reflections]

### 00:02:47

# WEB DIRECTIONS UX AUSTRALIA
## SYDNEY AUGUST 2026

### Screenshot of a collage of digital interfaces and notifications

This slide presents a dense collection of screenshots from various

### 00:03:13

### Modern interfaces compete for our attention

[Multiple overlapping application interfaces including email, chat, calendar, and a dashboard, with a notification panel on the left]

### 00:03:25

# Cognitive Load Theory
Humans possess limited working memory

[A spotlight shines down onto a dark, textured surface]

### 00:03:49

# Cognitive Load Theory
Humans possess limited working memory

### 00:04:11

# Cognitive Load Theory
Humans possess limited working memory
[A spotlight shines down onto a dark, textured surface]

### 00:04:27

# Cognitive Load Theory
Humans possess limited working memory

[Image of a spotlight shining down on a dark stage]

### 00:04:30

# Cognitive Load Theory
Humans possess limited working memory
[A spotlight shining down onto a textured dark surface]

### 00:04:51

# The Three Types of Cognitive Load
Not all cognitive load is bad!

### Intrinsic Load
Complexity inherent to the task itself.

EXAMPLE
Filing tax returns.

### Extraneous Load
Cognitive effort caused by poor design.

EXAMPLE
Confusing navigation and cluttered interfaces.

### Germane Load
Mental effort that supports understanding and learning.

EXAMPLE
Helpful guidance and visualisation.

Good design cannot remove complexity. | But it can remove unnecessary complexity.

[Illustration of a mountain peak with a path leading up, representing Intrinsic Load]
[Image of a confusing, cluttered road intersection with many signs at night, representing Extraneous Load]
[Image of a clear road with illuminated green guidance lines and a navigation overlay showing "Stay on A1 North 2.4 km", representing Germane Load]

### 00:05:14

# The Three Types of Cognitive Load
Not all cognitive load is bad!

## Intrinsic Load
Complexity inherent to the task itself.
- **EXAMPLE**: Filing tax returns.

## Extraneous Load
Cognitive effort caused by poor design.
- **EXAMPLE**: Confusing navigation and cluttered interfaces.

## Germane Load
Mental effort that supports understanding and learning.
- **EXAMPLE**: Helpful guidance and visualisation.

Good design cannot remove complexity. | But it can remove unnecessary complexity.

[Icon of mountains representing Intrinsic Load]
[Image of a winding road at night]
[Icon of tangled lines representing Extraneous Load]
[Image of a cluttered intersection with many road signs at night]
[Icon of a paper airplane or arrow representing Germane Load]
[Image of a clear road with a navigation overlay showing directions]

### 00:05:27

# The Three Types of Cognitive Load
Not all cognitive load is bad!

- **Intrinsic Load**
  Complexity inherent to the task itself.
  - EXAMPLE
    Filing tax returns.
- **Extraneous Load**
  Cognitive effort caused by poor design.
  - EXAMPLE
    Confusing navigation and cluttered interfaces.
- **Germane Load**
  Mental effort that supports understanding and learning.
  - EXAMPLE
    Helpful guidance and visualisation.

Good design cannot remove complexity. | But it can remove unnecessary complexity.

[Icon of mountains representing Intrinsic Load]
[Image of a winding road at night in the rain]
[Icon of tangled lines representing Extraneous Load]
[Image of a car dashboard view with many confusing road signs and reflections on the windshield]
[Icon of a compass/navigation arrow representing Germane Load]
[Image of a clear road at night with green illuminated navigation arrows on the road and a clean navigation UI showing directions]

### 00:05:49

# The Three Types of Cognitive Load
Not all cognitive load is bad!

## Intrinsic Load
Complexity inherent to the task itself.
**EXAMPLE**
Filing tax returns.

## Extraneous Load
Cognitive effort caused by poor design.
**EXAMPLE**
Confusing navigation and cluttered interfaces.

## Germane Load
Mental effort that supports understanding and learning.
**EXAMPLE**
Helpful guidance and visualisation.

Good design cannot remove complexity. | But it can remove unnecessary complexity.

[Image of a winding road at night in the rain, illustrating Intrinsic Load]
[Image of a car's view of a very cluttered intersection with many road signs at night, illustrating Extraneous Load]
[Image of a car's navigation display showing a clear path with green arrows, next to a road at night with green illuminated lane markings, illustrating Germane Load]

### 00:06:11

# The Three Types of Cognitive Load
Not all cognitive load is bad!

## Intrinsic Load
Complexity inherent to the task itself.
- EXAMPLE: Filing tax returns.

## Extraneous Load
Cognitive effort caused by poor design.
- EXAMPLE: Confusing navigation and cluttered interfaces.

## Germane Load
Mental effort that supports understanding and learning.
- EXAMPLE: Helpful guidance and visualisation.

Good design cannot remove complexity. | But it can remove unnecessary complexity.

[Image of a winding road in the rain at night, representing Intrinsic Load]
[Image of a car dashboard view with many confusing road signs and reflections on the windshield, representing Extraneous Load]
[Image of a clear road at night with green illuminated lane guidance and a simplified navigation overlay, representing Germane Load]

### 00:06:26

# The Three Types of Cognitive Load
Not all cognitive load is bad!

### Intrinsic Load
Complexity inherent to the task itself.
EXAMPLE
Filing tax returns.

### Extraneous Load
Cognitive effort caused by poor design.
EXAMPLE
Confusing navigation and cluttered interfaces.

### Germane Load
Mental effort that supports understanding and learning.
EXAMPLE
Helpful guidance and visualisation.

Good design cannot remove complexity. | But it can remove unnecessary complexity.

[Illustration of a winding road at night in the rain, representing Intrinsic Load]
[Illustration of a car dashboard view with many confusing road signs, representing Extraneous Load]
[Illustration of a car navigation system showing a clear path with green arrows and a "Keep right" instruction, representing Germane Load]

### 00:06:32

# The Three Types of Cognitive Load
Not all cognitive load is bad!

### Intrinsic Load
Complexity inherent to the task itself.
EXAMPLE
Filing tax returns.

### Extraneous Load
Cognitive effort caused by poor design.
EXAMPLE
Confusing navigation and cluttered interfaces.

### Germane Load
Mental effort that supports understanding and learning.
EXAMPLE
Helpful guidance and visualisation.

Good design cannot remove complexity. | But it can remove unnecessary complexity.

[Illustration of a winding road at night in the rain, representing Intrinsic Load]
[Illustration of a car dashboard view with many confusing road signs, representing Extraneous Load]
[Illustration of a car navigation system showing a clear path with green arrows and a "Keep right" instruction, representing Germane Load]

### 00:06:54

# The Three Types of Cognitive Load
Not all cognitive load is bad!

### Intrinsic Load
Complexity inherent to the task itself.
EXAMPLE
Filing tax returns.

### Extraneous Load
Cognitive effort caused by poor design.
EXAMPLE
Confusing navigation and cluttered interfaces.

### Germane Load
Mental effort that supports understanding and learning.
EXAMPLE
Helpful guidance and visualisation.

Good design cannot remove complexity. | But it can remove unnecessary complexity.

[Image of a winding road at night in the rain, illustrating intrinsic load]
[Image of a car dashboard view with many confusing road signs and traffic, illustrating extraneous load]
[Image of a car dashboard view with clear navigation showing a green highlighted path and a simple instruction box, illustrating germane load]

### 00:07:17

# Cognitive load is **not** just 'things that feel difficult'.
Cognitive Load Theory is specifically about the limits of working memory.

## WHAT COGNITIVE LOAD IS
- **Working memory demand**
  The pressure on our limited mental capacity.
- **Information processing burden**
  The effort required to encode, process and integrate information.
- **Attention allocation**
  The need to focus, shift and sustain attention on relevant information.
- **Mental effort during task execution**
  The cognitive resources used to complete a task successfully.

## WHAT COGNITIVE LOAD ISN'T
- **A synonym for bad UX**
  Cognitive load can exist in good or bad interfaces.
- **Any form of frustration**
  Frustration is an emotional response, not a measure of working memory demand.
- **Purely visual complexity**
  A visually complex interface can reduce cognitive load if it supports understanding.
- **General discomfort**
  Discomfort can stem from many factors beyond cognitive load.
- **Emotional stress alone**
  Stress can affect cognitive load, but it is not the same thing.

**Cognitive load is not inherently bad.**
Some cognitive effort is necessary and productive—for example, when learning, problem solving or making sense of complex information.

### THE GOAL OF DESIGN:
Not to eliminate thinking—
but to eliminate unnecessary thinking.

[List of icons next to bullet points: a checkmark, a head, stacked layers, a target, a stopwatch, a cross, a sad face, an atom, an eye, a heart, a lightning bolt, and a brain]

### 00:07:41

# Cognitive load is **not** just 'things that feel difficult'.
Cognitive Load Theory is specifically about the limits of working memory.

## WHAT COGNITIVE LOAD IS
-   **Working memory demand**
    The pressure on our limited mental capacity.
-   **Information processing burden**
    The effort required to encode, process and integrate information.
-   **Attention allocation**
    The need to focus, shift and sustain attention on relevant information.
-   **Mental effort during task execution**
    The cognitive resources used to complete a task successfully.

## WHAT COGNITIVE LOAD ISN'T
-   **A synonym for bad UX**
    Cognitive load can exist in good or bad interfaces.
-   **Any form of frustration**
    Frustration is an emotional response, not a measure of working memory demand.
-   **Purely visual complexity**
    A visually complex interface can reduce cognitive load if it supports understanding.
-   **General discomfort**
    Discomfort can stem from many factors beyond cognitive load.
-   **Emotional stress alone**
    Stress can affect cognitive load, but it is not the same thing.

**Cognitive load is not inherently bad.**
Some cognitive effort is necessary and productive—for example, when learning, problem solving or making sense of complex information.

THE GOAL OF DESIGN:
**Not to eliminate thinking—**
**but to eliminate unnecessary thinking.**

### 00:08:07

# Cognitive load is **not** just 'things that feel difficult'.
Cognitive Load Theory is specifically about the limits of working memory.

## WHAT COGNITIVE LOAD IS
- **Working memory demand**
  The pressure on our limited mental capacity.
- **Information processing burden**
  The effort required to encode, process and integrate information.
- **Attention allocation**
  The need to focus, shift and sustain attention on relevant information.
- **Mental effort during task execution**
  The cognitive resources used to complete a task successfully.

## WHAT COGNITIVE LOAD ISN'T
- **A synonym for bad UX**
  Cognitive load can exist in good or bad interfaces.
- **Any form of frustration**
  Frustration is an emotional response, not a measure of working memory demand.
- **Purely visual complexity**
  A visually complex interface can reduce cognitive load if it supports understanding.
- **General discomfort**
  Discomfort can stem from many factors beyond cognitive load.
- **Emotional stress alone**
  Stress can affect cognitive load, but it is not the same thing.

**Cognitive load is not inherently bad.**
Some cognitive effort is necessary and productive—for example, when learning, problem solving or making sense of complex information.

THE GOAL OF DESIGN:
**Not to eliminate thinking—**
**but to eliminate unnecessary thinking.**

### 00:08:26

# Cognitive load is **not** just 'things that feel difficult'.
Cognitive Load Theory is specifically about the limits of working memory.

## WHAT COGNITIVE LOAD IS
-   **Working memory demand**
    The pressure on our limited mental capacity.
-   **Information processing burden**
    The effort required to encode, process and integrate information.
-   **Attention allocation**
    The need to focus, shift and sustain attention on relevant information.
-   **Mental effort during task execution**
    The cognitive resources used to complete a task successfully.

## WHAT COGNITIVE LOAD ISN'T
-   **A synonym for bad UX**
    Cognitive load can exist in good or bad interfaces.
-   **Any form of frustration**
    Frustration is an emotional response, not a measure of working memory demand.
-   **Purely visual complexity**
    A visually complex interface can reduce cognitive load if it supports understanding.
-   **General discomfort**
    Discomfort can stem from many factors beyond cognitive load.
-   **Emotional stress alone**
    Stress can affect cognitive load, but it is not the same thing.

Cognitive load is not inherently bad.
Some cognitive effort is necessary and productive—for example, when learning, problem solving or making sense of complex information.

THE GOAL OF DESIGN:
Not to eliminate thinking—
but to eliminate unnecessary thinking.

[Checkmark icon next to "WHAT COGNITIVE LOAD IS"]
[Cross icon next to "WHAT COGNITIVE LOAD ISN'T"]
[Head icon next to "Working memory demand"]
[Stacked layers icon next to "Information processing burden"]
[Target icon next to "Attention allocation"]
[Stopwatch icon next

### 00:08:29

# Cognitive load is **not** just 'things that feel difficult'.
Cognitive Load Theory is specifically about the limits of working memory.

## WHAT COGNITIVE LOAD IS
-   **Working memory demand**
    The pressure on our limited mental capacity.
-   **Information processing burden**
    The effort required to encode, process and integrate information.
-   **Attention allocation**
    The need to focus, shift and sustain attention on relevant information.
-   **Mental effort during task execution**
    The cognitive resources used to complete a task successfully.

## WHAT COGNITIVE LOAD ISN'T
-   **A synonym for bad UX**
    Cognitive load can exist in good or bad interfaces.
-   **Any form of frustration**
    Frustration is an emotional response, not a measure of working memory demand.
-   **Purely visual complexity**
    A visually complex interface can reduce cognitive load if it supports understanding.
-   **General discomfort**
    Discomfort can stem from many factors beyond cognitive load.
-   **Emotional stress alone**
    Stress can affect cognitive load, but it is not the same thing.

Cognitive load is not inherently bad.
Some cognitive effort is necessary and productive—for example, when learning, problem solving or making sense of complex information.

THE GOAL OF DESIGN:
Not to eliminate thinking—
but to eliminate unnecessary thinking.

### 00:08:55

# Cognitive load is **not** just 'things that feel difficult'.
Cognitive Load Theory is specifically about the limits of working memory.

## WHAT COGNITIVE LOAD IS
-   **Working memory demand**
    The pressure on our limited mental capacity.
-   **Information processing burden**
    The effort required to encode, process and integrate information.
-   **Attention allocation**
    The need to focus, shift and sustain attention on relevant information.
-   **Mental effort during task execution**
    The cognitive resources used to complete a task successfully.

## WHAT COGNITIVE LOAD ISN'T
-   **A synonym for bad UX**
    Cognitive load can exist in good or bad interfaces.
-   **Any form of frustration**
    Frustration is an emotional response, not a measure of working memory demand.
-   **Purely visual complexity**
    A visually complex interface can reduce cognitive load if it supports understanding.
-   **General discomfort**
    Discomfort can stem from many factors beyond cognitive load.
-   **Emotional stress alone**
    Stress can affect cognitive load, but it is not the same thing.

Cognitive load is not inherently bad.
Some cognitive effort is necessary and productive—for example, when learning, problem solving or making sense of complex information.

THE GOAL OF DESIGN:
Not to eliminate

### 00:09:19

# Cognitive load is **not** just 'things that feel difficult'.
Cognitive Load Theory is specifically about the limits of working memory.

## WHAT COGNITIVE LOAD IS
-   **Working memory demand**
    The pressure on our limited mental capacity.
-   **Information processing burden**
    The effort required to encode, process and integrate information.
-   **Attention allocation**
    The need to focus, shift and sustain attention on relevant information.
-   **Mental effort during task execution**
    The cognitive resources used to complete a task successfully.

## WHAT COGNITIVE LOAD ISN'T
-   **A synonym for bad UX**
    Cognitive load can exist in good or bad interfaces.
-   **Any form of frustration**
    Frustration is an an emotional response, not a measure of working memory demand.
-   **Purely visual complexity**
    A visually complex interface can reduce cognitive load if it supports understanding.
-   **General discomfort**
    Discomfort can stem from many factors beyond cognitive load.
-   **Emotional stress alone**
    Stress can affect cognitive load, but it is not the same thing.

Cognitive load is not inherently bad.
Some cognitive effort is necessary and productive—for example, when learning, problem solving or making sense of complex information.

### THE GOAL OF DESIGN:
Not to eliminate thinking—
but to eliminate unnecessary thinking.

### 00:09:23

# Cognitive load is **not** just 'things that feel difficult'.
Cognitive Load Theory is specifically about the limits of working memory.

## WHAT COGNITIVE LOAD IS
-   **Working memory demand**
    The pressure on our limited mental capacity.
-   **Information processing burden**
    The effort required to encode, process and integrate information.
-   **Attention allocation**
    The need to focus, shift and sustain attention on relevant information.
-   **Mental effort during task execution**
    The cognitive resources used to complete a task successfully.

## WHAT COGNITIVE LOAD ISN'T
-   **A synonym for bad UX**
    Cognitive load can exist in good or bad interfaces.
-   **Any form of frustration**
    Frustration is an an emotional response, not a measure of working memory demand.
-   **Purely visual complexity**
    A visually complex interface can reduce cognitive load if it supports understanding.
-   **General discomfort**
    Discomfort can stem from many factors beyond cognitive load.
-   **Emotional stress alone**
    Stress can affect cognitive load, but it is not the same thing.

Cognitive load is not inherently bad.
Some cognitive effort is necessary and productive—for example, when learning, problem solving or making sense of complex information.

### THE GOAL OF DESIGN:
Not to eliminate thinking—
but to eliminate unnecessary thinking.

### 00:09:47

# When cognitive capacity is exceeded
As cognitive load increases, we reach a point where demand exceeds capacity

## COGNITIVE LOAD BUILDS
- **Information enters**
  We take

### 00:10:12

# When cognitive capacity is exceeded
As cognitive load increases, we reach a point where demand exceeds capacity

## COGNITIVE LOAD BUILDS
- **Information enters**: We take in information

### 00:10:26

# When cognitive capacity is exceeded
As cognitive load increases, we reach a point where demand exceeds capacity

## COGNITIVE LOAD BUILDS
-   **Information enters**
    We take in information and decode mental resources.
-   **Load increases**
    Demands grow as tasks and complexity increase.
-   **Reaching capacity**
    We approach the limit of our cognitive resources.

## EFFECTS OF COGNITIVE OVERLOAD
-   **Reduced Attention**
    Important information gets missed. (Lavie et al., 2004)
-   **Increased Errors**
    Mistakes more likely to occur. (van Gog et al., 2011)
-   **Slower Decisions**
    Processing becomes less efficient. (Wickens, 2008)
-   **Simplified Analysis**
    Users rely on shortcuts and heuristics. (Wickens, 2008)
-   **Reduced Recall**
    Information is forgotten more easily. (Sweller, 1988)
-   **Cognitive Fatigue**
    Sustained exertion becomes exhausting. (Hockey, 1997)

[Diagram of a glass filling with water, representing cognitive capacity. The bottom section is labeled "WITHIN CAPACITY: Optimal functioning", the middle section "CAPACITY LIMIT: Limited cognitive resources", and the top section, which is overflowing, "OVERLOAD: Demands exceed capacity".]

### 00:10:49

# When cognitive capacity is exceeded
As cognitive load increases, we reach a point where demand exceeds capacity

## COGNITIVE LOAD BUILDS
-   **Information enters**: We take in information and decode mental resources.
-   **Load increases**: Demands grow as tasks and complexity increase.
-   **Reaching capacity**: We approach the limit of our cognitive resources.

## EFFECTS OF COGNITIVE OVERLOAD
-   **Reduced Attention**: Important information gets missed. (Lavie et al., 2004)
-   **Increased Errors**: Mistakes more likely to occur. (van Gog et al., 2011)
-   **Slower Decisions**: Processing becomes less efficient. (Wickens, 2008)
-   **Simplified Analysis**: Users rely on shortcuts and heuristics. (Wickens, 2008)
-   **Reduced Recall**: Information is forgotten more easily. (Sweller, 1988)
-   **Cognitive Fatigue**: Sustained exertion becomes exhausting. (Hockey, 1997)

[Illustration of a glass filling with water, representing cognitive capacity. The bottom section is "WITHIN CAPACITY: Optimal functioning", the middle section is "CAPACITY LIMIT: Limited cognitive resources", and the top overflowing section is "OVERLOAD: Demands exceed capacity".]

### 00:11:13

# When cognitive capacity is exceeded
As cognitive load increases, we reach a point where demand exceeds capacity

## COGNITIVE LOAD BUILDS
- **Information enters**
  We take in information and decode mental resources.
- **Load increases**
  Demands grow as tasks and complexity increase.
- **Reaching capacity**
  We approach the limit of our cognitive resources.

## EFFECTS OF COGNITIVE OVERLOAD
- **Reduced Attention**
  Important information gets missed. (Lavie et al., 2004)
- **Increased Errors**
  Mistakes more likely to occur. (van Gog et al., 2011)
- **Slower Decisions**
  Processing becomes less efficient. (Wickens, 2008)
- **Simplified Analysis**

### 00:11:25

# When cognitive capacity is exceeded
As cognitive load increases, we reach a point where demand exceeds capacity

## COGNITIVE LOAD BUILDS
-   **Information enters**
    We take in information and decode mental resources.
-   **Load increases**
    Demands grow as tasks and complexity increase.
-   **Reaching capacity**
    We approach the limit of our cognitive resources.

## EFFECTS OF COGNITIVE OVERLOAD
-   **Reduced Attention**
    Important information gets missed. (Lavie et al., 2004)
-   **Increased Errors**
    Mistakes more likely to occur. (van Gog et al., 2011)
-   **Slower Decisions**
    Processing becomes less efficient. (Wickens, 2008)
-   **Simplified Analysis**
    Users rely on shortcuts and heuristics. (Wickens, 2008)
-   **Reduced Recall**
    Information is forgotten more easily. (Sweller, 1988)
-   **Cognitive Fatigue**
    Sustained exertion becomes exhausting. (Hockey, 1997)

[Illustration of a glass filling with water, divided into three horizontal sections: "Within Capacity" (bottom, dark blue), "Capacity Limit" (middle, medium blue), and "Overload"

### 00:11:49

# Good design protects **cognitive capacity**.
Great interfaces reduce unnecessary demand on working memory
[Image of a winding road at sunset, with mountains and a lake in the background]

### 00:12:13

# So, what does this mean for design?
Cognitive load accumulates across services and systems. Design can reduce that load or amplify it.

## Our challenge as designers:
-   Complexity is inevitable.
-   Design is how we make it manageable.
-   Good design helps users stay in control and reach their destination.

## UI DESIGN
Shape perception and reduce the noise.
-   **Visual clarity**
    Make important information easy to see.
-   **Information hierarchy**
    Organise content to guide attention.
-   **Attention guidance**
    Direct focus to what matters most.

## UX DESIGN
Shape flow, effort and cognitive workflow.
-   **Interaction flow**
    Create logical and intuitive step-by-step paths and flows.
-   **Task design**
    Reduce the number of steps and mental operations.
-   **Decision support**
    Support confident choices with clear options and feedback.

## SERVICE DESIGN
Shape experiences across entire journeys.
-   **Journey continuity**
    Design end-to-end experiences that are easy to resume.
-   **Cross-system coherence**
    Ensure consistent processes, touchpoints and information.
-   **Cognitive transitions**
    Reduce handoffs and context switches effortlessly.

## Our goal as designers:
-   Guide attention to what matters most.
-   Reduce unnecessary effort and decision burden.
-   Create journeys that feel clear, coherent and effortless.

### 00:12:25

# So, what does this mean for design?
Cognitive load accumulates across services and systems. Design can reduce that load or amplify it.

- Our challenge as designers:
    - Complexity is inevitable.
    - Design is how we make it manageable.
    - Good design helps users stay in control and reach their destination.

### UI DESIGN
Shape perception and reduce the noise.
- Visual clarity: Make important information easy to see.
- Information hierarchy: Organise content to guide attention.
- Attention guidance: Direct focus to what matters most.

### UX DESIGN
Shape flow, effort and cognitive workflow.
- Interaction flow: Create logical and intuitive step-by-step paths and flows.
- Task design: Reduce the number of steps and mental operations.
- Decision support: Support confident choices with clear options and feedback.

### SERVICE DESIGN
Shape experiences across entire journeys.
- Journey continuity: Design end-to-end experiences that are easy to resume.
- Cross-system coherence: Ensure consistent processes, touchpoints and information.
- Cognitive transitions: Reduce handoffs and context switches effortlessly.

- Our goal as designers:
    - Guide attention to what matters most.
    - Reduce unnecessary effort and decision burden.
    - Create journeys that feel clear, coherent and effortless.

### 00:12:48

# So, what does this mean for design?
Cognitive load accumulates across services and systems. Design can reduce that load or amplify it.

## Our challenge as designers:
- Complexity is inevitable.
- Design is how we make it manageable.
- Good design helps users stay in control and reach their destination.

## UI DESIGN
Shape perception and reduce the noise.
- **Visual clarity**: Make important information easy to see.
- **Information hierarchy**: Organise content to guide attention.
- **Attention guidance**: Direct focus to what matters most.

## UX DESIGN
Shape flow, effort and cognitive workflow.
- **Interaction flow**: Create logical and intuitive step-by-step paths and flows.
- **Task design**: Reduce the number of steps and mental operations.
- **Decision support**: Support confident choices with clear options and feedback.

## SERVICE DESIGN
Shape experiences across entire journeys.
- **Journey continuity**: Design end-to-end experiences that are easy to resume.
- **Cross-system coherence**: Ensure consistent processes, touchpoints and information.
- **Cognitive transitions**: Reduce handoffs and context switches effortlessly.

## Our goal as designers:
- Guide attention to what matters most.
- Reduce unnecessary effort and decision burden.
- Create journeys that feel clear, coherent and effortless.

### 00:13:14

# Can cognitive load be measured?
We use multiple complementary approaches to understand the cognitive impact of design

### Self-Reported Measures
Capture perceived mental demand and workload.
- NASA-TLX
- Perceived effort
- Mental demand scales

### Physiological Measures
Reveal real-time responses linked to cognitive demand.
- Eye tracking
- Pupil dilation
- Heart rate variability (HRV)

### Performance Measures
Assess outcomes and efficiency under cognitive demand.
- Task completion time
- Error rates
- Dual task interference
- Heatmaps and delays

No single method perfectly captures cognitive load.
Together, these approaches help us **approximate cognitive load** in increasingly meaningful ways.

[Icon of a document/clipboard for Self-Reported Measures]
[Icon of an eye for Physiological Measures]
[Icon of a line graph for Performance Measures]
[Icon of a brain for the concluding statement]

### 00:13:40

# Can cognitive load be measured?
We use multiple complementary approaches to understand the cognitive impact of design

### Self-Reported Measures
Capture perceived mental demand and workload.
- NASA-TLX
- Perceived effort
- Mental demand scales

### Physiological Measures
Reveal real-time responses linked to cognitive demand.
- Eye tracking
- Pupil dilation
- Heart rate variability (HRV)

### Performance Measures
Assess outcomes and efficiency under cognitive demand.
- Task completion time
- Error rates
- Dual task interference
- Heatmaps and delays

No single method perfectly captures cognitive load.
Together, these approaches help us **approximate cognitive load** in increasingly meaningful ways.

[Icon of a person inside a house for Self-Reported Measures]
[Icon of an eye for Physiological Measures]
[Icon of a line graph for Performance Measures]
[Icon of a brain for the concluding statement]

### 00:14:03

# Can cognitive load be measured?
We use multiple complementary approaches to understand the cognitive impact of design

### Self-Reported Measures
Capture perceived mental demand and workload.
- NASA-TLX
- Perceived effort
- Mental demand scales

### Physiological Measures
Reveal real-time responses linked to cognitive demand.
- Eye tracking
- Pupil dilation
- Heart rate variability (HRV)

### Performance Measures
Assess outcomes and efficiency under cognitive demand.
- Task completion time
- Error rates
- Dual task interference
- Heatmaps and delays

No single method perfectly captures cognitive load.
Together, these approaches help us **approximate cognitive load** in increasingly meaningful ways.

### 00:14:25

# Can cognitive load be measured?
We use multiple complementary approaches to understand the cognitive impact of design

### Self-Reported Measures
Capture perceived mental demand and workload.
- NASA-TLX
- Perceived effort
- Mental demand scales

### Physiological Measures
Reveal real-time responses linked to cognitive demand.
- Eye tracking
- Pupil dilation
- Heart rate variability (HRV)

### Performance Measures
Assess outcomes and efficiency under cognitive demand.
- Task completion time
- Error rates
- Dual task interference
- Heatmaps and delays

No single method perfectly captures cognitive load. Together, these approaches help us approximate cognitive load in increasingly meaningful ways.

### 00:14:50

# Can cognitive load be measured?
We use multiple complementary approaches to understand the cognitive impact of design

## Self-Reported Measures
Capture perceived mental demand and workload.
- NASA-TLX
- Perceived effort
- Mental demand scales

## Physiological Measures
Reveal real-time responses linked to cognitive demand.
- Eye tracking
- Pupil dilation
- Heart rate variability (HRV)

## Performance Measures
Assess outcomes and efficiency under cognitive demand.
- Task completion time
- Error rates
- Dual task interference
- Heatmaps and delays

No single method perfectly captures cognitive load. Together, these approaches help us **approximate cognitive load** in increasingly meaningful ways.

### 00:15:12

# Can cognitive load be measured?
We use multiple complementary approaches to understand the cognitive impact of design

### Self-Reported Measures
Capture perceived mental demand and workload.
- NASA-TLX
- Perceived effort
- Mental demand scales

### Physiological Measures
Reveal real-time responses linked to cognitive demand.
- Eye tracking
- Pupil dilation
- Heart rate variability (HRV)

### Performance Measures
Assess outcomes and efficiency under cognitive demand.
- Task completion time
- Error rates
- Dual task interference
- Heatmaps and delays

No single method perfectly captures cognitive load.
Together, these approaches help us **approximate cognitive load** in increasingly meaningful ways.

[Icon representing self-reported measures, icon representing physiological measures (an eye), icon representing performance measures (a line graph)]
[Icon representing a brain at the bottom left]

### 00:15:27

# Can cognitive load be measured?
We use multiple complementary approaches to understand the cognitive impact of design

### Self-Reported Measures
Capture perceived mental demand and workload.
- NASA-TLX
- Perceived effort
- Mental demand scales

### Physiological Measures
Reveal real-time responses linked to cognitive demand.
- Eye tracking
- Pupil dilation
- Heart rate variability (HRV)

### Performance Measures
Assess outcomes and efficiency under cognitive demand.
- Task completion time
- Error rates
- Dual task interference
- Heatmaps and delays

No single method perfectly captures cognitive load.
Together, these approaches help us **approximate cognitive load** in increasingly meaningful ways.

[Icons representing self-reported measures (clipboard), physiological measures (eye), performance measures (line graph), and cognitive load (brain)]

### 00:15:48

# Can cognitive load be measured?
We use multiple complementary approaches to understand the cognitive impact of design

### Self-Reported Measures
Capture perceived mental demand and workload.
- NASA-TLX
- Perceived effort
- Mental demand scales

### Physiological Measures
Reveal real-time responses linked to cognitive demand.
- Eye tracking
- Pupil dilation
- Heart rate variability (HRV)

### Performance Measures
Assess outcomes and efficiency under cognitive demand.
- Task completion time
- Error rates
- Dual task interference
- Heatmaps and delays

No single method perfectly captures cognitive load.
Together, these approaches help us **approximate cognitive load** in increasingly meaningful ways.

[Three icons representing self-reported, physiological, and performance measures]
[Two icons at the bottom, one for a single method and one for combined approaches]

### 00:16:14

# Can cognitive load be measured?
We use multiple complementary approaches to understand the cognitive impact of design

### Self-Reported Measures
Capture perceived mental demand and workload.
- NASA-TLX
- Perceived effort
- Mental demand scales

### Physiological Measures
Reveal real-time responses linked to cognitive demand.
- Eye tracking
- Pupil dilation
- Heart rate variability (HRV)

### Performance Measures
Assess outcomes and efficiency under cognitive demand.
- Task completion time
- Error rates
- Dual task interference
- Heatmaps and delays

No single method perfectly captures cognitive load.
Together, these approaches help us **approximate cognitive load** in increasingly meaningful ways.

[Icon of a clipboard with a checkmark for Self-Reported Measures]
[Icon of an eye for Physiological Measures]
[Icon of a line graph for Performance Measures]
[Icon of a brain for the concluding statement]

### 00:16:38

# Can cognitive load be measured?
We use multiple complementary approaches to understand the cognitive impact of design

### Self-Reported Measures
Capture perceived mental demand and workload.
- NASA-TLX
- Perceived effort
- Mental demand scales

### Physiological Measures
Reveal real-time responses linked to cognitive demand.
- Eye tracking
- Pupil dilation
- Heart rate variability (HRV)

### Performance Measures
Assess outcomes and efficiency under cognitive demand.
- Task completion time
- Error rates
- Dual task interference
- Heatmaps and delays

No single method perfectly captures cognitive load.
Together, these approaches help us approximate cognitive load in increasingly meaningful ways.

[Illustration of a person's head with a thought bubble]
[Illustration of an eye]
[Illustration of a line graph]
[Illustration of a brain]

### 00:17:04

# Can cognitive load be measured?
We use multiple complementary approaches to understand the cognitive impact of design

### Self-Reported Measures
Capture perceived mental demand and workload.
- NASA-TLX
- Perceived effort
- Mental demand scales

### Physiological Measures
Reveal real-time responses linked to cognitive demand.
- Eye tracking
- Pupil dilation
- Heart rate variability (HRV)

### Performance Measures
Assess outcomes and efficiency under cognitive demand.
- Task completion time
- Error rates
- Dual task interference
- Heatmaps and delays

No single method perfectly captures cognitive load.
Together, these approaches help us **approximate cognitive load** in increasingly meaningful ways.

### 00:17:24

# Can cognitive load be measured?
We use multiple complementary approaches to understand the cognitive impact of design

## Self-Reported Measures
Capture perceived mental demand and workload.
- NASA-TLX
- Perceived effort
- Mental demand scales

## Physiological Measures
Reveal real-time responses linked to cognitive demand.
- Eye tracking
- Pupil dilation
- Heart rate variability (HRV)

## Performance Measures
Assess outcomes and efficiency under cognitive demand.
- Task completion time
- Error rates
- Dual task interference
- Heatmaps and delays

No single method perfectly captures cognitive load.
Together, these approaches help us **approximate cognitive load** in increasingly meaningful ways.

[Icon of a clipboard with a person for Self-Reported Measures]
[Icon of an eye for Physiological Measures]
[Icon of a line graph for Performance Measures]
[Icon of a brain for the statement about cognitive load]

### 00:17:26

# Can cognitive load be measured?
We use multiple complementary approaches to understand the cognitive impact of design

## Self-Reported Measures
Capture perceived mental demand and workload.
- NASA-TLX
- Perceived effort
- Mental demand scales

## Physiological Measures
Reveal real-time responses linked to cognitive demand.
- Eye tracking
- Pupil dilation
- Heart rate variability (HRV)

## Performance Measures
Assess outcomes and efficiency under cognitive demand.
- Task completion time
- Error rates
- Dual task interference
- Heatmaps and delays

No single method perfectly captures cognitive load.
Together, these approaches help us **approximate cognitive load** in increasingly meaningful ways.

[Icon of a clipboard with a person for Self-Reported Measures]
[Icon of an eye for Physiological Measures]
[Icon of a line graph for Performance Measures]
[Icon of a brain for the statement about cognitive load]

### 00:17:49

# Interfaces create cognitive load in **predictable** ways
We use multiple complementary approaches to understand the cognitive impact of design

-   **Too many simultaneous choices** (Decision burden)
    -   Example: Too many options, actions or paths increase decision effort and slow people down.
-   **Fragmented information** (Context switching)
    -   Example: Information spread across places, formats or flows forces constant shifting of attention.
-   **Hidden system logic** (Mental model)
    -   Example: Users must infer rules, relationships or next steps that the interface doesn't make clear.
-   **Constant attentional competition** (Hierarchy overload)
    -   Example: Multiple signals compete for attention, making it hard to know what matters most right now.
-   **Excessive recall requirements** (Memory load)
    -   Example: Working memory becomes overloaded when users must remember rather than recognize info.

Interfaces often ask users to do **invisible cognitive work**: remembering, reconstructing, comparing, tracking, resolving ambiguity.

Designing for cognition means **removing unnecessary load**, so people can think, decide and act with clarity.

[Diagram showing six identical boxes for "Too many simultaneous choices"]
[Diagram showing four boxes with different content types for "Fragmented information"]
[Diagram showing "State A" and "Hidden Rule" for "Hidden system logic"]
[Diagram showing a list of "System Alert", "New Message", "Weekly Report" for "Constant attentional competition"]
[Diagram showing four input fields labeled "Customer ID?", "Last Status?", "Policy Rules?", "Steps taken?" for "Excessive recall requirements"]

### 00:18:12

# Interfaces create cognitive load in predictable ways
We use multiple complementary approaches to understand the cognitive impact of design

-   **Too many simultaneous choices** (Decision burden)
    -   Example: Too many options, actions or paths increase decision effort and slow people down.
-   **Fragmented information** (Context switching)
    -   Example: Information spread across places, formats or flows forces constant shifting of attention.
-   **Hidden system logic** (Mental model)
    -   Example: Users must infer rules, relationships or next steps that the interface doesn't make clear.
-   **Constant attentional competition** (Hierarchy overload)
    -   Example: Multiple signals compete for attention, making it hard to know what matters most right now.
-   **Excessive recall requirements** (Memory load)
    -   Example: Working memory becomes overloaded when users must remember rather than recognize info.

Interfaces often ask users to do **invisible cognitive work**: remembering, reconstructing, comparing, tracking, resolving ambiguity.

Designing for cognition means **removing unnecessary load**, so people can think, decide and act with clarity.

[Diagram showing 8 small squares for "Too many simultaneous choices"]
[Diagram showing 4 larger squares with lines inside for "Fragmented information"]
[Diagram showing "State A" and "Hidden Rule" boxes for "Hidden system logic"]
[List of "System Alert", "New Message", "Weekly Report" for "Constant attentional competition"]
[Diagram showing "Customer ID?", "Last Status?", "Policy Rules?", "Steps taken?" in boxes for "Excessive recall requirements"]

### 00:18:25

# Interfaces create cognitive load in **predictable** ways
We use multiple complementary approaches to understand the cognitive impact of design

-   **Too many simultaneous choices** (Decision burden)
    -   Example: Too many options, actions or paths increase decision effort and slow people down.
-   **Fragmented information** (Context switching)
    -   Example: Information spread across places, formats or flows forces constant shifting of attention.
-   **Hidden system logic** (Mental model)
    -   Example: Users must infer rules, relationships or next steps that the interface doesn't make clear.
-   **Constant attentional competition** (Hierarchy overload)
    -   Example: Multiple signals compete for attention, making it hard to know what matters most right now.
-   **Excessive recall requirements** (Memory load)
    -   Example: Working memory becomes overloaded when users must remember rather than recognize info.

Interfaces often ask users to do **invisible cognitive work**: remembering, reconstructing, comparing, tracking, resolving ambiguity.

Designing for cognition means **removing unnecessary load**, so people can think, decide and act with clarity.

[Five diagrams illustrating types of cognitive load: multiple choices, fragmented information, hidden system logic, constant attentional competition, and excessive recall requirements.]

### 00:18:48

# Interfaces create cognitive load in **predictable** ways
We use multiple complementary approaches to understand the cognitive impact of design

- **Too many simultaneous choices** (Decision burden)
  - Example:

### 00:19:12

# Designing to manage cognitive load
The goal is to eliminate unnecessary cognitive work, removing friction and increasing focus

## Reduce unnecessary decisions
Make the right path obvious.
- Progressive disclosure
- Smart defaults
- Clear, linear pathways

### GOOD DESIGN EXAMPLES
- Progressive checkout flow
- Smart default selections
- Linear step guide

## Support recognition over recall
Show, don't make users remember.
- Persistent context
- Visual cues & labels
- Inline guidance & hints

### GOOD DESIGN EXAMPLES
- Breadcrumb clarity
- Search suggestions
- Inline validation

## Create attentional hierarchy
Guide focus to what matters now.
- Clear visual hierarchy
- Whitespace & grouping
- Priority signalling

### GOOD DESIGN EXAMPLES
- Primary Actions
- Grouped Content
- Meaningful notifications

## Preserve flow across systems
Maintain continuity across journeys.
- Consistent patterns
- Shared navigation
- State preservation

### GOOD DESIGN EXAMPLES
- Cross-device continuity
- Consistent navigation
- State preservation

Less mental effort → Faster decisions → Fewer errors → More time for meaningful work

[Screenshot of a multi-step checkout flow on a mobile app]
[Screenshot of a mobile app settings screen with pre-selected options]
[Screenshot of a mobile app showing a 3-step process indicator]
[Screenshot of a mobile app with a breadcrumb navigation]
[Screenshot of a mobile app search bar with suggestions]
[Screenshot of a mobile app form field with inline validation error]
[Screenshot of a mobile app with prominent primary action buttons]
[Screenshot of a mobile app with content grouped into distinct sections]
[Screenshot

### 00:19:25

# Designing to manage cognitive load
The goal is to eliminate unnecessary cognitive work, removing friction and increasing focus

## Reduce unnecessary decisions
Make the right path obvious.
-   **Progressive disclosure**
-   **Smart defaults**
-   **Clear, linear pathways**

### GOOD DESIGN EXAMPLES
-   Progressive checkout flow
-   Smart default selections
-   Linear step guide

## Support recognition over recall
Show, don't make users remember.
-   **Persistent context**
-   **Visual cues & labels**
-   **Inline guidance & hints**

### GOOD DESIGN EXAMPLES
-   Breadcrumb clarity
-   Search suggestions
-   Inline validation

## Create attentional hierarchy
Guide focus to what matters now.
-   **Clear visual hierarchy**
-   **Whitespace & grouping**
-   **Priority signalling**

### GOOD DESIGN EXAMPLES
-   Primary Actions
-   Grouped Content
-   Meaningful notifications

## Preserve flow across systems
Maintain continuity across journeys.
-   **Consistent patterns**
-   **Shared navigation**
-   **State preservation**

### GOOD DESIGN EXAMPLES
-   Cross-device continuity
-   Consistent navigation
-   State preservation

Less mental effort | Faster decisions | Fewer errors | More time for meaningful work
---|---|---|---

[Screenshot of a mobile checkout flow with steps 1-3]
[Screenshot of a mobile app with default selections for settings]
[Screenshot of a mobile app showing a linear step guide with numbered steps]
[Screenshot of a mobile app with breadcrumb navigation]
[Screenshot of a mobile search interface with suggestions]
[Screenshot of a mobile form with inline validation messages]
[Screenshot of a mobile app showing primary action buttons]
[Screenshot of a mobile app with content grouped into cards]
[Screenshot of a mobile app displaying meaningful notifications]
[Screenshot of a mobile banking app showing cross-device continuity with a large balance]
[Screenshot of a mobile app with consistent bottom navigation]
[Screenshot of a mobile app showing state preservation, possibly a form or task in progress]

### 00:19:50

# Designing to manage cognitive load
The goal is to eliminate unnecessary cognitive work, removing friction and increasing focus

## Reduce unnecessary decisions
Make the right path obvious.
- Progressive disclosure
- Smart defaults
- Clear, linear pathways

**GOOD DESIGN EXAMPLES**

## Support recognition over recall
Show, don't make users remember.
- Persistent context
- Visual cues & labels
- Inline guidance & hints

**GOOD DESIGN EXAMPLES**

## Create attentional hierarchy
Guide focus to what matters now.
- Clear visual hierarchy
- Whitespace & grouping
- Priority signalling

**GOOD DESIGN EXAMPLES**

## Preserve flow across systems
Maintain continuity across journeys.
- Consistent patterns
- Shared navigation
- State preservation

**GOOD DESIGN EXAMPLES**

Less mental effort
Faster decisions
Fewer errors
More time for meaningful work

[Screenshot of a progressive checkout flow UI]
[Screenshot of smart default selections UI]
[Screenshot of a linear step guide UI]
[Screenshot of breadcrumb clarity UI]
[Screenshot of search suggestions UI]
[Screenshot of inline validation UI]
[Screenshot of primary actions UI]
[Screenshot of grouped content UI]
[Screenshot of meaningful notifications UI]
[Screenshot of cross-device continuity UI]
[Screenshot of consistent navigation UI]
[Screenshot of state preservation UI]

### 00:20:14

# Designing to manage cognitive load
The goal is to eliminate unnecessary cognitive work, removing friction and increasing focus

## Reduce unnecessary decisions
Make the right path obvious.
- Progressive disclosure
- Smart defaults
- Clear, linear pathways

**GOOD DESIGN EXAMPLES**
- Progressive checkout flow
- Smart default selections
- Linear step guide

## Support recognition over recall
Show, don't make users remember.
- Persistent context
- Visual cues & labels
- Inline guidance & hints

**GOOD DESIGN EXAMPLES**
- Breadcrumb clarity
- Search suggestions
- Inline validation

## Create attentional hierarchy
Guide focus to what matters now.
- Clear visual hierarchy
- Whitespace & grouping
- Priority signalling

**GOOD DESIGN EXAMPLES**
- Primary Actions
- Grouped Content
- Meaningful notifications

## Preserve flow across systems
Maintain continuity across journeys.
- Consistent patterns
- Shared navigation
- State preservation

**GOOD DESIGN EXAMPLES**
- Cross-device continuity
- Consistent navigation
- State preservation

Less mental effort → Faster decisions → Fewer errors → More time for meaningful work

[Screenshot of a multi-step checkout flow on a mobile app]
[Screenshot of a mobile app with smart default selections for settings]
[Screenshot of a mobile app showing a linear step guide with numbered steps]
[Screenshot of a mobile app with breadcrumb navigation for clarity]
[Screenshot of a mobile app search interface with search suggestions]
[Screenshot of a mobile app form with inline validation messages]
[Screenshot of a mobile app showing primary actions highlighted]
[Screenshot of a mobile app with content grouped visually]
[Screenshot of a mobile app displaying meaningful notifications]
[Screenshot of a mobile app showing cross-device continuity with a shared task]
[Screenshot of a mobile app with consistent navigation elements]
[Screenshot of a mobile app demonstrating state preservation across sessions]

### 00:20:29

# Case Study: Eliminating First Time Platform Overload
Instructional Design through for Student Degree Planner

### Extraneous Friction
New students facing an unfamiliar highly technical platform experienced immediate decision fatigue and navigation challenges.

#### FIRST-DAY CHALLENGES
- High cognitive friction deciphering complex system navigation whilst requiring high university terminology understanding
- Frequent context-switching between system and help guides
- High support ticket volume during peak onboarding week

### Interactive Guidance
Contextual Whatfix flows trigger automatically at first login to direct student focus step-by-step.

#### DIGITAL ADOPTION TOOL SOLUTION
Welcome to Program Planner
Program Planner is a digital tool that will show you your program journey and

### 00:20:36

# Case Study: Eliminating First Time Platform Overload
Instructional Design through for Student Degree Planner

### Extraneous Friction
New students facing an unfamiliar highly technical platform experienced immediate decision fatigue and navigation challenges.

#### FIRST-DAY CHALLENGES
- High cognitive friction deciphering complex system navigation whilst requiring high university terminology understanding
- Frequent context-switching between system and help guides
- High support ticket volume during peak onboarding week

### Interactive Guidance
Contextual Whatfix flows trigger automatically at first login to direct student focus step-by-step.

#### DIGITAL ADOPTION TOOL SOLUTION
Welcome to Program Planner
Program Planner is a digital tool that will show you your program journey and

### 00:21:00

# Case Study: Eliminating First Time Platform Overload
Instructional Design through for Student Degree Planner

## Extraneous Friction
New students facing an unfamiliar highly technical platform experienced immediate decision fatigue and navigation challenges.

### FIRST-DAY CHALLENGES
- High cognitive friction deciphering complex system navigation whilst requiring high university terminology understanding
- Frequent context-switching between system and help guides
- High support ticket volume during peak onboarding week

## Interactive Guidance
Contextual Whatfix flows trigger automatically at first login to direct student focus step-by-step.

### DIGITAL ADOPTION TOOL SOLUTION
Welcome to Program Planner
Program Planner is a digital tool that will show you your program journey and guide you through planning your path to graduation.
Program Planner is not an enrolment tool. To enrol in your courses each term, please go to mytub during the enrolment period.
Click 'Next' to get started.
[Skip] [Next]

## Measurable Impact
Removing mental friction enabled immediate task completion without external help or training.

### KEY RESULTS
- **23,000+** Unique user reached within a 90-day period
- **900+** Student queries resolved via the platform
- Agility to update content in line with software updates and include contextual status updates

[Screenshot of a "Welcome to Program Planner" software interface]

### 00:21:23

# Case Study: Eliminating First Time Platform Overload
Instructional Design through for Student Degree Planner

## Extraneous Friction
New students facing an unfamiliar highly technical platform experienced immediate decision fatigue and navigation challenges.

### FIRST-DAY CHALLENGES
-   High cognitive friction deciphering complex system x navigation whilst requiring high university terminology understanding
-   Frequent context-switching between system and help guides
-   High support ticket volume during peak onboarding week

## Interactive Guidance
Contextual Whatfix flows trigger automatically at first login to direct student focus step-by-step.

### DIGITAL ADOPTION TOOL SOLUTION

## Measurable Impact
Removing mental friction enabled immediate task completion without external help or training.

### KEY RESULTS
-   **23,000+** Unique user reached within a 90-day period
-   **900+** Student queries resolved via the platform
-   Agility to update content in line with software updates and include contextual status updates

[Screenshot of a "Welcome to Program Planner" modal with introductory text and a "Next" button]

### 00:21:25

# Case Study: Eliminating First Time Platform Overload
Instructional Design through for Student Degree Planner

## Extraneous Friction
New students facing an unfamiliar highly technical platform experienced immediate decision fatigue and

### 00:21:49

# Case Study: Eliminating First Time Platform Overload
## Instructional Design through for Student Degree Planner

### Extraneous Friction
New students facing an unfamiliar highly technical platform experienced immediate decision fatigue and navigation challenges.

**FIRST-DAY CHALLENGES**
- High cognitive friction deciphering complex system x navigation whilst requiring high university terminology understanding
- Frequent context-switching between system and help guides
- High support ticket volume during peak onboarding week

### Interactive Guidance
Contextual Whatfix flows trigger automatically at first login to direct student focus step-by-step.

**DIGITAL ADOPTION TOOL SOLUTION**

### Measurable Impact
Removing mental friction enabled immediate task completion without external help or training.

**KEY RESULTS**
- **23,000+** Unique user reached within a 90-day period
- **900+** Student queries resolved via the platform
- Agility to update content in line with software updates and include contextual status updates

[Screenshot of a "Welcome to Program Planner" pop-up modal]

### 00:22:13

# Three things to remember
1.  **Working memory is limited.**
    Interfaces compete for finite cognitive resources.
2.  **Cognitive overload changes behaviour.**
    Overload affects decisions, attention and performance.
3.  **Good design reduces unnecessary cognitive work.**
    The best systems help people think clearly.

[Image of a long road winding through mountains and forests at sunrise or sunset]

### 00:22:27

# Three things to remember

1.  **Working memory is limited.**
    Interfaces compete for finite cognitive resources.
2.  **Cognitive overload changes behaviour.**
    Overload affects decisions, attention and performance.
3.  **Good design reduces unnecessary cognitive work.**
    The best systems help people think clearly.

[Image of a road winding through mountains at sunset]

### 00:22:48

# Three things to remember
1. **Working memory is limited.**
   Interfaces compete for finite cognitive resources.
2. **Cognitive overload changes behaviour.**
   Overload affects decisions, attention and performance.
3. **Good design reduces unnecessary cognitive work.**
   The best systems help people think clearly.

[Image of a long road winding through mountains at sunset]

### 00:23:12

# Three things to remember
1.  **Working memory is limited.**
    Interfaces compete for finite cognitive resources.
2.  **Cognitive overload changes behaviour.**
    Overload affects decisions, attention and performance.
3.  **Good design reduces unnecessary cognitive work.**
    The best systems help people think clearly.

[Image of a long road winding through mountains and forests at sunset]

### 00:23:26

# Three things to remember
1.  **Working memory is limited.**
    Interfaces compete for finite cognitive resources.
2.  **Cognitive overload changes behaviour.**
    Overload affects decisions, attention and performance.
3.  **Good design reduces unnecessary cognitive work.**
    The best systems help people think clearly.

[Image of a long road winding through mountains and forests at sunset]

### 00:23:48

# Three things to remember
1.  **Working memory is limited.**
    Interfaces compete for finite cognitive resources.
2.  **Cognitive overload changes behaviour.**
    Overload affects decisions, attention and performance.
3.  **Good design reduces unnecessary cognitive work.**
    The best systems help people think clearly.

[Image of a long road winding through mountains at sunset]

### 00:24:10

# Designing for the Mind
## Using Cognitive Load Theory to Measure System Effectiveness

### Dr Ben Shelton
Senior Manager, User Experience & Business Improvement

### Cordelia Prangley
User Experience and Service Design Specialist

[Headshot of Dr Ben Shelton]
[QR code to connect with Dr Ben Shelton]
[Headshot of Cordelia Prangley]
[QR code to connect with Cordelia Prangley]

### 00:24:27

### Connect with us
- Scan to Connect

[Three headshots of individuals]
[Three QR codes]
[Dark background image resembling city lights reflecting on water]

### 00:24:30

### Connect with us
- Scan to Connect

[Three headshots of individuals]
[Three QR codes]
[Dark background image resembling city lights reflecting on water]

### 00:24:57

[Three identical abstract human-like figures on a white screen]

### 00:25:18

[Slide with three columns, each containing an unreadable title and bullet points below a circular icon.]

### 00:25:26

[Slide with three columns, each containing an unreadable title and bullet points below a circular icon.]

### 00:26:13

# Unplanned Changes
## Mind the Gap

### 00:27:06

# Underwood & Washington
## Mind the Gap

### 00:28:15

# MIND THE GAP
UX Australia 2023

[The slide background shows a light-colored, textured surface with grid lines, resembling a concrete floor. In the bottom right corner, there is a logo for the NSW government.]

### 00:28:40

# MIND THE GAP

### 00:29:02

# MIND THE GAP
LGA Australia

### 00:29:24

# MIND THE GAP
[Background image of a textured surface with grid lines, possibly concrete or asphalt, with "LDC Australia" and the NSW government logo faintly visible at the bottom]

### 00:29:48

# MIND THE GAP
## UX Australia 2023
[Faint grid pattern in the background with a purple overlay, and the NSW government logo in the bottom right corner.]