They want to stay anonymous at present, so no direct quotes from them, but our lead contact said he was a "testing convert." The results of the testing produced valuable design and layout changes that dramatically improved first time task completion in the second round of testing. The commercial benefits will be tangible.
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The startling aspect of that is the implication that customers are still not aware of usability testing. It's been done in manufacturing for decades. In the very early 90's the company I worked with adopted usability modelling and testing as its USP. OK the MD was a psychologist,and the software we developed was dealing with very complex engineering tasks.
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