In all cases, lack of usability can cost time and effort, and can greatly influence success or failure of a website. Given a choice, people will tend to prefer websites which are more user-friendly. The designers and programmers at your development company should be concerned with understanding the tasks that the users will perform, then designing an intuitive user interface to support those tasks. You can validate those designs through usability testing methodology. While still relatively rare, companies who offer specialized usability testing are finding greater demand for their services.
Usability testing can result in a more intuitive and successful user experience.
It validates the design. It assures the communication of message. It's a smart business investment. All aspects of the user experience are recorded on videotape for closer subsequent examination and follow-on reporting.