You are conducting usability testing for software that is supposed to improve the sales team’s ability to more quickly identify promising targets for sales calls. The salespeople who participated in user testing are enthusiastic about the software, but you observed that many of them didn’t understand the sorting feature. Which of these might be the cause of this breakdown in usability?
Usability testing should always be anchored to good user stories with testable rewards. The sorting feature has a certain signifier meant to cue the salespeople that they could use it to help them identify promising sales targets. The negative result from the test users suggests a new approach to the UI should be designed and tested.
