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First Rule of Usability? Don't Listen to Users
In his August 5, 2001 Alertbox, Jakob Nielsen writes about an old rule of usability, which I see myself fighting for over and over again:

"To design an easy-to-use interface, pay attention to what users do, not what they say. Self-reported claims are unreliable, as are user speculations about future behavior."

Asking people about their opinion of a product whether they are target users, clients or "usability experts" without watching how people actually use it, won't help us design better products.

"Say, for example, that 50% of survey respondents claim they would buy more from e-commerce sites that offer 3D product views. Does this mean you should rush to implement 3D on your site? No. It means that 3D sounds cool."

Links:
The article First Rule of Usability? Don't Listen to Users

Henrik Olsen | August 14, 2003

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