CX Strategic Knowledge · CX Methods
Evaluative Research Methods
When users struggle in a test, the design is buggy — not the participant.
Two core evaluative methods: tree testing checks whether users can find the right place in your information architecture quickly and without errors; usability testing observes real task execution. The critical rule of interpretation: errors are design failures, never user stupidity.
Tree testing evaluates information architecture, navigation logic, and findability. The signal is direct: can users reach the right place quickly, without backtracking, without errors.
Usability testing puts researchers in observation mode. They watch task execution, track errors, inefficiencies, and confusion, and look for known friction patterns.
The interpretation rule is where teams go wrong. Errors do not mean users are stupid. Errors are design failures. If participants struggle, the design is buggy — not the person using it.
Apply this
Reading about evaluative research methods is one thing. Seeing where it applies in your journey is the useful part.