We all like to think of ourselves as responsible designers and researchers. We follow design methods that take into account our experience, we analyse data and we follow user-centred design methods that involve testing with our Customers.
In my experience it never fails that many stakeholders come to usability testing with the question of “will” vs. “can” Customers use their products or services.
As individuals, we have many user experiences over the course of a day. Certainly over the course of a week, month, year… indeed a lifetime. In a sense, we become experienced users over time of many things, and remain inexperienced users of many other things. In some instances we feel we can extrapolate the experience...