DonnaM » Blog Archive » Watching rather than asking – an example

Watching rather than asking – an example

I came across a really good example today of why we watch users work rather than just ask them about their needs.

I have been doing user research for a browser-based system, and have sat in front of it with around 20 people asking them to show me things relating to their work. There is a part of the interface that every single person has had trouble with – often having to make 6-7 attempts before they can operate it. Yet only one has mentioned it as a problem…

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