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Watching Real Users

Watching real users struggle so your customers don't have to.

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Surveys tell you what people think they'd do. Usability testing shows you what they actually do — and that gap is where most product failures hide.

1Moderated vs. Unmoderated Testing

In moderated testing, a facilitator sits with the participant (in person or on a call), asking follow-up questions and probing hesitation in real time. Unmoderated testing runs asynchronously through a tool that records the screen and voice while the user works alone — faster and cheaper, but you lose the ability to ask 'why did you just do that?' on the spot.

2Why Neutral Facilitation Matters

The way you phrase a task shapes the result. 'Try to find the export button' tells the user the button exists and where to look. A neutral prompt like 'You need to get this report out of the app — what would you do?' preserves the confusion (or clarity) your real users would actually experience.

3Step-by-Step Breakdown

Introduction. Usability testing means putting your product in front of real users and watching them attempt real tasks — not asking whether they 'like' it, but observing exactly where they hesitate, misclick, or give up.

The Think-Aloud Protocol. In a moderated session, you ask participants to narrate their thoughts as they work: 'What are you looking for right now? What do you expect this button to do?' That running commentary exposes the mental model users bring — and where your interface breaks it.

Sample Size and the SUS Score. Nielsen's research found that 5 users typically surface about 85% of usability problems, because issues overlap heavily across participants — running more rounds with small groups beats one giant study. The System Usability Scale (SUS) then gives you a comparable 0-100 score across rounds.

Knowledge Check. Why does Nielsen's research recommend testing with around 5 users per round instead of 20?

→Usability problems overlap heavily between users, so returns diminish fast after the first few participants
→Because recruiting more than 5 participants is against research ethics guidelines

Summary. Usability testing turns assumptions into evidence. Run small, frequent rounds with representative users, keep questions neutral, and fix what you observe — not what people say they'd prefer.

Pascual Vila

Frontend Instructor // Code Syllabus

Common Pitfalls & Errors

The Error //

Asking leading questions during the session

// Wrong
"Do you find this checkout flow confusing?"

// Correct
"Walk me through how you'd complete this purchase."

The Solution //

'Don't you find this menu confusing?' primes the participant to agree with you. Ask neutral, open prompts instead and let the confusion (or lack of it) show up in their behavior.

The Error //

Testing with coworkers or friends instead of representative users

// Wrong
Recruiting 5 teammates from the office for a 'quick test'

// Correct
Recruiting 5 people from the target customer segment who have never used the product

The Solution //

Colleagues already understand your product's mental model and terminology, so they breeze past problems a real customer would hit. Recruit participants who match your actual target segment, even if it takes longer.