"Sometimes a usability session finds major problems. Four out of five users stumbled in the same place, and one said it wasn't frustration: they hesitated, because they wouldn't trust the process."
"That pushback is fair because the PM has a concern. And if all you have is 'users seemed uncertain', you're not going to get the time you need."
"What most design projects are about, from a business perspective, is changing user behavior."
User testing is crucial for identifying usability issues that can affect user trust. Often, usability sessions reveal significant problems, such as users hesitating due to a lack of trust in the process. However, project managers may resist slowing down the timeline for further testing, prioritizing deadlines over user insights. This tension highlights the need for designers to provide compelling evidence of user uncertainty to justify additional testing. Ultimately, design projects aim to change user behavior, which is vital for business success.
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