A new product.
The client wonders: is the interaction paradigm too hard for the intended customers?
They test it—on colleagues—who "confirm" the design works.
Later, in the hands of actual target users, the interaction paradigm fails. (SUS usability was 20 ±15 points, and learnability was 17 ±15 points—the lowest #usability and #learnability scores I've ever calculated.)
The lesson: recruit the right participants for #UserResearch.







