First Rule of Usability? Don't Listen to Users
Aug 06, 2001
This has happened to me a lot: a supervisor reports that one of their friends tried to use the page and reported that such and such should be changed, so, would you please change it? No, says Jakob Nielsen, listening to user reports is exactly the wrong thing to do. Instead, watch what they do (as opposed to what they say they do). By Jakob Nielsen, August 5, 2001.
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