Watch What I Do, Not What I Say

This Dow Jones Business Wire article talks about the value of user testing. 'Watch What I Do, Not What I Say' Holds True for Web Surfing and Other Pursuits, Says Web Usability Psychologist Susan Weinschenk. According to Weinschenk, who studies users' responses to Web sites, going by what people say about their experiences on the Web can mislead an organization into making its Web site worse rather than better. Observing how users interact with a site provides a more valid picture of how well the site works.