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Frustrated with the poor information design of the WhizzGo website (I am one of their customers), I set someone the task of comparing package prices on their website, and asked them to speak their thoughts aloud as they used the website. The video makes interesting viewing.
I work for Clearleft, a web design consultancy with a focus on user experience. Making websites easy to use is what we do.
This video was made with Silverback, usability testing software Clearleft has recently developed to help web designers discover weaknesses in their designs when tested with real users. Silverback was downloaded over 15,000 times in the first week of being available, and has gone on to receive rave reviews throughout the industry.