Many organizations can't understand why their software doesn't perform as expected, or why users make unexpected errors. According to David Crow, usability adviser at Microsoft Canada, and Jay Goldman, president of Radiant Core in Toronto, waking up to the need for usability testing is akin to hitting rock bottom. At the Free Software and Open Source Symposium at Seneca College in Toronto last month, the two offered a 12-step program for getting back on track, along with some recommended reading.
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