Implementation model
The implementation model "describes the details of how an application is implemented in code". The book describes designing the product to reflect the implementation model is a poorly designed product, as the user does not need access to certain data or is not privy to the knowledge of computer language. The user is left confused and uncomfortable.
Mental model
The user is often unaware of the actual process of a program. For example, the user of the vacuum cleaner may think that when they plug in their cord, the electricity is continuous. When in reality, "there is a reversal of electrical potential 120 times per second. User does not need to be aware of that fact, only the power company.