You can only test what you know. Even if you have the smartest personnel at your disposal, there will always be blind spots as you attempt to understand, and test for, the customer journey.
Usability testing is one way organizations seek to understand their products from a customer’s perspective. When done correctly, usability testing can reveal points of friction, annoyance or outright failures that otherwise would escape to the production environment. But there’s no one way to approach usability testing, and finding users who truly reflect your prospective customer can be a challenge at scale. In this usability testing guide, we explain how the approach works from the ground up.