Don't Make Me Think, Revisited: A Common Sense Approach to Web Usability

by Krug Steve

You probably already have a good idea of why we’ve asked you to come here today, but let me go over it again briefly. We’re testing a Web site that we’re working on so we can see what it’s like for people to use it. The session should take about an hour. I want to make it clear right away that we’re testing the site, not you. You can’t do anything wrong here. In fact, this is probably the one place today where you don’t have to worry about making mistakes. We want to hear exactly what you think, so please don’t worry that you’re going to hurt our feelings. We want to improve it, so we need to know honestly what you think. As we go along, I’m going to ask you to think out loud, to tell me what’s going through your mind. This will help us. I’m reading from the script that I use when I do usability tests. You can download this script at rocketsurgerymadeeasy.com. If you have questions, just ask. I may not be able to answer them right away, since we’re interested in how people do when they don’t have someone sitting next to them to help, but I will try to answer any questions you still have when we’re done. And if you need to take a break at any point, just let me know. It’s important to mention this, because it will seem rude not to answer their questions as you go along. You have to make it clear before you start that (a) it’s nothing personal and (b) you’ll try to answer them at the end if they still want to know. You may have noticed the microphone. With your permission, w...