For example, a goal might be for the user to print a list of book titles from your catalog pertaining to a particular subject. The characteristics of your user group can tip the outcomes of the usability study. People with physical impairments of some sort may encounter one set of problems, infrequent users of your system will have other sets of problems, lesser educated people will have yet another set of problems, and last but not least, people of differing cultural backgrounds will uncover further difficulties. It almost seems hopeless. At the same time, understanding all the differences in your user populations will force you to articulate policies and tailor your services accordingly.
Testing is the next phase of the process.
Like any social science, there are numerous ways to examine and evaluate behavior. Usability studies tend to rely on combinations of surveys, interviews, and direct user observation. The surveys and interviews are employed for the purposes of gathering expectations and satisfaction levels. User groups are usually then given sets of goals to accomplish and access to the tools being tested. The users are then asked to try to accomplish the goals while talking aloud.