Why Doing User Observations First is Wrong

“Usability testing is like Beta testing of software. It should never be used to determine ‘what users need’. It is for catching bugs, and so this kind of usability testing still fits the new, iterative programming models, just as Beta testing for software bugs fits the models. I have long maintained that any company proud of its usability testing is a company in trouble, just as a company proud of its Beta testing is in trouble. UI and Beta testing are meant simply to find bugs, not to redesign.” (Donald NormanuiGarden.net)

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