Usability research combines user observation, task analysis and other feedback methods to gain an understanding of user behaviors, needs and motivations. Usability testing informs how you think about the services you provide from the perspective of your customer and to better design the ways in which you want to provide those services. Usability tasks may be tailored to specific types of users or use cases and results are analyzed to determine the best option for each category. Questions may include: If we change the order of a list of options or use different language to describe them, do customers choose differently? Can users quickly understand how to best accomplish a specific task? How much explanation works best in specific situations?