How to Deliver Bad News to Customers
How to Deliver Bad News to Customers (John S. Rhodes) — “The intention of usability testing and user experience (UX) research is to help clients and end users. If you want to help people, you must first understand problems and issues. You have to explain the challenges you discover. After all, you can’t fix what you don’t know is broken. Your clients cannot take action without information. You can’t improve something or make it usable without exploring what isn’t working.”
This is an article that I wrote for publication over at Apogee. It’s useful because it’s practical. I give some rather explicit guidance, which should help in your usability work. Enjoy!