Exactly! I have seen this on a number of occasions too. People's behaviors are better understood when watched not spoken/written. usertesting.com is good & wor

Exactly! I have seen this on a number of occasions too. People's behaviors are better understood when watched not spoken/written. usertesting.com is good & works well for small sample of users before it becomes too expensive. There is also a neat service I recently tried for mobile apps => http://www.watchsend.com/ http://www.watchsend.com/ - it is like ClickTale but for your mobile apps.