Most people will be familiar with the term “usability”, and instinctively know what it relates to, especially with regards to websites. As web designers, one of our primary goals is to ensure that what we create is usable, but how do we actually know when we get it right?
The only real way of knowing is by observing the people who actually use the thing. Unfortunately, if there is something wrong, quite often your users don’t bother letting you know what isn’t working for them; they just leave your site frustrated.