Answer: Usability testing is a quantifiable method of testing how well a screen-based product meets the needs of users.

Answer: Test subjects representative of your users are recruited for one-on-one testing of your Web site, software application, or kiosk. We design a 60–minute test to evaluate how easily a user can complete common tasks. User confidence is measured at every step, identifying exactly where – and why – users lose confidence or become disoriented. We strongly encourage our client teams to observe usability tests-- the insights are invaluable.

Answer: You receive an in-depth, illustrated report on the test results, recommendations and a complete, picture-in-picture digital video record of each user test (you see the Web site in use along with the user’s actions and reactions as he interacts with the site). In addition to targeting direct improvements for the Web site, the report and video are used by our client teams for everything from market research to product development.

Answer: We recommend usability testing as the most objective way to evaluate user experience and the most reliable form of risk analysis. The quality of online customer experience determines your success - or failure. Over 99% of the thousands of users we've tested state that the quality of a Web site "absolutely" impacts their perception of the company publishing the site, citing ease of use as the most important factor.

Answer: While remote methods (such as server logs and WebTrends™ reports) yield useful metrics, you will never really understand why users take - or don't take - an action unless you observe them directly.

Answer: We recommend that design efforts plan for usability testing and information architecture from the start. Instituting these methods at the beginning of a project saves significant time and money during development and launch.

• We recommend testing prior to every new launch or version, or annually, whichever occurs more frequently.
• Prototypes can and should be tested.
• Existing products need prioritization for improvements.

Answer: In usability testing, users are observed, one at a time, as they use the product. Usability testing is the most accurate and quantifiable way to discover specific problems (or assets) in your product. A focus group is good for exploring opinions, needs, and wants. But people tend to report what they think they do, rather than what they actually do. Usability testing captures what users really do – and why.

Answer: NO! Usability testing saves money by catching problems early in the design process. Many Web sites offer features that users ignore or even actively dislike. Unless you test users in person, you will not completely understand their needs – leading to costly decisions and corrections after launch.

Answer: Testing is conducted either in a usability lab (such as our facility in Tucson, or any commercial lab) or on-site using our mobile testing unit. Test moderators and clients observe the user interacting with the product via a one-way mirror or closed-circuit television.

Our mobile lab is recommended when you need internal consensus - it makes it possible for more observers to attend. It's also great for secure work environments.

Answer:YES. Our RealityCheck Reports™ apply the same research-based process to an executive-level review, flagging your product's most important assets and liabilities. RealityCheck Reports™ provide customized, actionable results in about two business weeks and can also serve as a basis for more in-depth testing. All RealityCheck Reports™ are based on our Usable Times 5™ methodology.

Answer: Absolutely. We can review existing Web sites, as well as in-progress interface or visual designs, with you to recommend the most efficient solutions. Please call us at (520) 744-6911 to schedule an appointment, or email

Answer:The cost of usability testing your Web site, Web application, or kiosk is a lot less than you'll spend fixing it later.

"The State of Retailing Online 6.0 ranks usability testing as 100% effective in improving conversion rates - the highest rating among conventional strategies including outlets, wish lists, and product placement."

- Forrester Research, May 2003

"Increasing customer retention rates by 5% increases profits by 25% to 95%... [online] customers' tolerance for inconsistency and mediocrity is rapidly disappearing. Customers can compare suppliers in real time, all the time."

-"E-Loyalty: Your Secret Weapon on the Web", Harvard Business Review, Reichheld and Schefter, July/August 2000

"Once a system is in development, correcting a problem costs 10 times as much as fixing the same problem in design. If the system has been released, it costs 100 times as much relative to fixing in design."

- Gilb, 1988