Gathering User Feedback from Internal Sources to Supplement Formal Usability Studies
Jeffrey J. Smith, Daniel P. Kelaher, David T. Windell · Proceedings of the Human Factors and Ergonomics Society Annual Meeting · 2009
Formal usability testing is an established method for capturing critical information about how users interact with products. However, summative and aggregate user and client feedback can be gathered from other internal sources to supplement formal user observations. By acquiring perceptions from other teams within an organization, a human factors professional can not only economically capitalize on existing knowledge related to user and client pain points, but also create advocates for high-quality user experiences. Mutual benefits for interacting with various teams and methods for initiating usability-related dialogues are introduced.