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The more structured usability testing methods involve bringing representative callers into a controlled, laboratory environment. Give callers a list of tasks to perform by calling into the application. Observe callers interacting with the application, videotape or record them if possible, so you can refer to the tapes later and take performance measurements (such as counting the number of errors and measuring the time taken to complete the assigned tasks). After the callers have used the preliminary application, use a questionnaire to gather their preferences and reactions to the application.
You may also want to gather feedback by speaking with each caller. Be sure to ask each person an identical set of questions.
