Recognize a usability issue when you see it - 2, hesitation

In the previous episode: failing a task is not the only sign of a usability issue. There are more subtle signs too. Make sure you don't miss those signs.

Hesitation is another sign of usability issues. Hesitation means that something is not self-evident at first glance.

Hesitation can take many forms.

• Participant tells about a dilemma: "I am not sure if I should click this..."
• Participant stops doing stuff. Something is clearly going on inside. They must be thinking about how to move forward.
• Participant is hovering back and forth over alternative options

When I see them hesitating it's my turn to unpack that. "You seem to be hesitating. What's going on?"

Judgment call: in certain cases some amount of thinking is acceptable. E.g. I wouldn't take it as a usability issue if I saw a person thinking before picking the correct answer in a language learning app. But I would take it as a usability issue if the person was thinking about which button to push to start a lesson.