Gerry McGovern:

Remote testing websites is better than lab-based testing because it is less disruptive. The classic problem with any test or experiment is that the experiment itself impacts the subject’s behavior. You bring someone into a lab where there’s cameras and lights and people watching and you ask them to use a computer that is not their own and then tell them to “just act natural.” With remote testing it’s their own computer and you’re only there in voice. It’s much, much better.

This strategy will result in better websites that are simpler and a better fit what the customers actually want. The Web customer demands that we move beyond old school PR statements like: “we listen,” “we care”, “it’s simple.” By actually using the Web to listen, observe, respond and adapt you can show that you care by creating simpler websites.