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…

This entry was posted on Wednesday, October 15th, 2003 at 8:19 pm and is filed under User-centred design. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.