Leveraging Mental Models for Human-Centered Explanations: A Systematic Design Approach Illustrated by Explainable Fake Review Identification

Overview & Synopsis

Explainable AI (XAI) often prioritizes model fidelity over user intelligibility, yielding explanations that satisfy technical transparency yet fail to support human sense-making. We propose a human-centered approach, MIND-X (Mental-model INtegrated Design for eXplainability), which aligns explanations with users' mental models, commonsense concepts, and judgment heuristics. Using fake review detection as a case study, we contribute: (1) a qualitative study (n=10) that elicits how people assess review credibility and produces an actionable, design-guiding taxonomy of perceptual cues; (2) a set of design principles that link those cues to explanation strategies and prompt LLMs to generate adaptive, language-based explanations; and (3) a quantitative evaluation (n=166) showing that these explanations offer distinct advantages over token-level transparency methods widely used in explainable text classification in terms of understandability, satisfaction, perceived trust, persuasiveness, and decision-making support. Rather than claiming general superiority, our evaluation illustrates how grounding explanations in users' everyday reasoning practices can produce more intelligible and context-sensitive accounts. Our findings advance human-centered explanation design beyond a mere "gloss of transparency," demonstrating that a mental-model-aligned design process can improve intelligibility and support accountability across user-centered explanation tasks.