What do they do when they can’t do what they want to do?

I watched people create forms in a study and saw a creative workaround for an unclear feature.

The model that the participants were copying had a Submit button, and the program automatically inserted one in the form. That seemed like a convenience, but there was no way for users to know that would happen.

There was no way to insert the button because it was automatic. One creative person inserted a text box and made the default value be “Submit”:

One form with a text box that says "Submit" and one with a Submit buttonIt looked like a Submit button, sort of. And it made the participant feel like he accomplished the task, but it was confusing and stressful to figure out.

The lesson is that people often do things we don’t expect. Sometimes customer research like this usability study is the only way to find that out and prepare for it.

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