Appendix A. Running Usability Evaluations

Running a usability test with real customers is essential to good Web site design. You may know a lot about your customers, but it’s hard to predict how people will react to and interact with a Web site. Usability tests are also effective in ending those constant opinion wars in which members of the design team argue about what people like and don’t like. The best way to answer questions about your customers is to recruit some participants, [1] run a quick test, and see what they say and do. This appendix describes the steps for running both formal and informal usability tests, from setting up the test to running the test to analyzing and presenting the results.

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