A big part of Gaddy's job is wrestling with graphic designers, who are sometimes more excited about multimedia film clips and other technological innovations than usability. When designers lobby for the use of animation, for instance, Gaddy has to point out the human performance data proving that there will always be some part of the eye and brain paying attention to these elements rather than the site's message. Of course, psychologists sometimes get called in after the fact. They're getting nasty comments back after releasing a beta version or their help desk is being flooded with calls. Like design, testing begins with an analysis of a site's users and tasks.
Testers sometimes watch study participants tackle assigned tasks from behind a one-way window.
Or they may engage in dialogue, asking participants to think out loud as they attempt to use various site functions. Although the process obviously isn't as rigorously controlled as a scientific experiment, the testers rely on their background in experimental psychology to interview participants, collect data and avoid biasing results. Most sessions are videotaped. For once in their lives, someone's listening to what they have to say.