Usability Testing
Testing that evaluates how easy and intuitive a product is to use by observing real users as they attempt to complete specific tasks.
Usability testing focuses on the human experience rather than technical correctness. A feature can pass every functional test and still frustrate users if it is confusing, slow, or hard to find. Sessions typically involve giving participants tasks (e.g., 'Find and purchase a gift card') and observing where they hesitate, make errors, or express confusion.
Methods range from moderated in-person sessions to unmoderated remote tests using tools like UserTesting, Maze, or Hotjar. Results inform design improvements and can surface issues that no amount of automated testing would catch.
Why It Matters for QA Teams
A website that technically works but confuses visitors will lose conversions and generate support tickets. Usability testing reveals friction points that drive users away before they complete their goals.
Example
During a usability session, three out of five participants fail to find the 'Cancel Subscription' option because it is buried under Settings > Account > Billing > Manage Plan. The team moves it to a more prominent location and adds a direct link in the account dashboard.