Five Sketches™

Three weeks ago, a client called me. They had just completed release 1.0 of a new Web application that will replace their current flagship product. The client was asking about summative usability testing to evaluate how well the product performs in the hands of users, because they want their customers to succeed.
Since the product is an […]

One of the things I really like about usability research is that moment of insight, when I see a problem. In the comic book of my life, those moments look like this:

This experience—this feeling of surprise and delight—is not about finding an error. It’s about learning how the product performs in the hands of users, so […]