Usability
Usability refers to whether customers are able to use a solution effectively—can they find what they need, understand what to do, and successfully complete those actions?
What makes something usable?
A solution has good usability when customers can:
- Find what they need
- Understand what they need to do
- Successfully complete those actions
Usability encompasses accessibility, but it's not limited to it. It's about reducing all forms of friction that prevent customers from getting value from a solution.
How does usability differ from desirability?
Usability is distinct from desirability:
- Desirability: Will customers want this?
- Usability: Can customers successfully use this?
Customers can want something (desirability) but not be able to use it effectively (usability). Both matter for a solution to succeed.
What are usability problems?
Usability problems are difficulties that prevent users from successfully completing tasks.
For example, occasional train riders might struggle with:
- Not knowing how to buy tickets
- Not knowing how to pay for parking
- Not knowing which platform to stand on
- Not knowing when and where to get off
Each of these usability problems creates friction that makes it harder for people to use the service—even if they want to use it.
How does usability testing work?
Usability tests are qualitative research methods that help teams understand context and why things are or aren't happening.
Usability tests:
- Expose confusing interface elements that create friction
- Reveal gaps in mental models and metaphors
- Help teams understand why something may or may not be happening
These tests provide insight into the specific contexts where customers struggle, allowing teams to identify and fix usability issues.
What are usability assumptions?
As teams design solutions, they make usability assumptions about what customers will be able to do.
Common usability assumptions:
- "Readers will notice the option to share an article"
- "Users will understand how this feature works"
- "Customers will be able to complete the checkout process"
Every bit of friction in the process reduces the chance customers will get value from the solution, so teams need to test these assumptions to ensure the solution is truly usable.
Learn more:
- Evaluating Solutions: The 5 Types of Assumptions that Underlie Our Ideas
Related terms:
- Assumption Testing
- Risky Assumption
- Research
- Solutions
Last Updated: October 25, 2025