Sitting with customers in their own home or work environment, watching them navigate through existing or proposed web environments, yields insights often overlooked in typical online surveys. Through observation, we get answers to these questions:

• Are they able to find the information they seek?
• Is needed content missing?
• Is navigation and information architecture intuitive or confusing and unintentionally offensive?
• Do the labels make sense?
• Is the presentation appropriate and inviting?

Our 1:1 user testing is often augmented by telephone and online interactions throughout the refinement phase of Customer-Connected Design.