Page "Customer relationship management" Paragraph 82
Additionally, involving too many test users can prove cumbersome and delay the development of a CRM system.
Additional research notes that test users may be able to identify an area that proves challenging in a software system, but might have difficulty explaining the outcome.
A related 2007 case study noted that test users were able to describe roughly a third of the usability problems.
Further, the language used by test users in many circumstances proves to be quite general and lacking the specific nature needed by developers to enact real change.