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An agency or proper usability testing should provide you insights and ways to correct the usability issues based on the results. What you describe may work to g

• nickjj 8y ago
  > An agency or proper usability testing should provide you insights and ways to correct the usability issues based on the results. What you describe may work to get feedbacks and new feature requests. But you won't know why a user is not using a feature, where they are struggling, what they don't understand or see. If you use heatmaps and other analytical tracking tools you can see how users interact with your app. That's all you really need to see why a user isn't using a feature, struggling with the UI or happen to not see something. An agency would just have X number of paid employees systematically going through your UI and giving you their opinions on what they think is best, but that might not align with what your real users are doing.