A friend on Twitter asked me not long ago how I would rate “ease of use” as she needed to make a case to her managers of the severity of a product’s issues she is working on. She knew “good, bad or average” wasn’t informative enough, so I shared with her how I analyze product usability of features, UI components and workflow, and thought this might help others too.
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One of my favorite usability analysis activities to do is the Field Study. Talking to real users of your products in any capacity… on the phone, at a party, in a formal or informal test session… anywhere, is always interesting and insightful, but nothing is more revealing than watching them in their natural habitat.
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If you own an ecommerce site or business, you need to realize pure and utter disgust happens even faster on your own sites, than in this brilliant video, if the buying experience is not efficient, non-painful or the best case scenario: surprisingly delightful in comparison to other online purchasing experiences.
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