THE IMPORTANCE OF WATCHING USERS WORK Jakob Nielsen is one of the principals of the respected usability consultancy Nielsen Norman Group (of which Don Norman is also a principal). One of his more famous articles is on the importance of watching users work. In his article, he writes, “To discover which designs work best, watch users as they attempt to perform tasks with the user interface.”* It is

not enough to simply ask the users about how they use the tool. ere are aspects of the user’s world in the heat of production that are impossible to understand unless you sit next to them and watch them work.