Chapter 12. The usual suspects
Some problems you’re likely to find and how to think about fixing them
Round up the usual suspects.
—CAPTAIN RENAULT (CLAUDE RAINS),IN CASABLANCA
When you do a lot of usability testing, you tend to see the same problems turn up over and over.
You’d think it would get boring, but somehow it doesn’t. In fact, over time you develop favorites, and they’re a little like old friends. You’re always glad to see them again—like the marine biologists who recognize individual whales returning each year by the patterns and scars on their flukes, or the prisoners who know each others’ jokes so well they tell them by number.1
1 A man goes to prison. Every so often somebody calls out a number, like “42,” and all the other prisoners ...
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