Unexpected complexity in user testing of information products

This paper studies the characteristics of “complex problems,” and what usability testing professionals need to know about them so that they can be identified when they occur. If the user experience design profession is to grow, we need to demonstrate to business leaders that we have much to offer. This paper documents a case study examining the development of a demonstration project intended to show the value of usability testing to a large textbook publishing house. It also demonstrates what can happen when complex tasks go masquerading inside a whole field as simple, linear problems. The paper illustrates how complex problems manifest themselves in a traditional usability study and how recognizing them affords researchers opportunities to serve a client's needs.