netmeg - 3:20 pm on May 27, 2011 (gmt 0)
There's a service where you pay around $35 for a usability test; you set some action for the user to do (can be searching in Google for one of your products, completing an order on your site, whatever) and you get a video of the screen action as well as his running commentary. VERY useful. I had one of my clients sign up for it, and he was amazed at how that navigation system on which he was so insistent confused and befuddled the user. The client said to me "I kept wanting to break in and nudge him over to the right place!" Can't emphasize enough how valuable this kind of feedback is.