Why seeing is believing in usability testing

One of my favorite aspects of being an Interaction Designer is running usability tests. One thing that has become abundantly clear is that users are way too forgiving, and forgetful, when asked to provide criticism.

Rely on user actions, not words, when looking for improvement.

The video below is outlines some contradictory clips from two recent test takers, although I could include dozens more. Despite each user saying they liked the website, their struggle to perform tasks says otherwise.