The video from my 2012 GOTO conference presentation is available online. Fast, easy usability tricks for big product improvements
User research is a lean-forward activity: you have to remain actively engaged. It’s very different from watching TV: a lean-back, passive activity.
Users will make lots of feature requests during research sessions. Listen, Probe and Validate to make sure you solve the underlying issue.
To improve how people use your product, watch the tasks they perform. To get people to love your product, find and fix the small annoyances.