I read a lot of blogs about UI, usability testing & talking to customers. I admit that we haven't been good at it, but in the last two days we've learned a ton. Here's how we set it up:

1. Have users share their screen via Skype
2. They have 2 objectives: signup & add a course
3. There's no right or wrong answer
4. As you fill in the fields and navigate through the site, talk out loud (i.e, "I'm typing my name in, now I'm going to search for a course")

Things I thought were easy and intuitive actually make no sense. What's more interesting is that each user had similiar problems on certain pages. 

We've been struggling to find a good customer feedback tool for the past few months.  It's really important that we are able to communicate with users and see what they like/dislike...or else how can we get better?  

I'll be the first one to say we have not done a good enough job at this and I take full responsibility. In my search for different tools, I scanned multiple customer service web apps and wasn't too impressed with anything. Then, I stumbled on a site that had SnapEngage. I was chatted by a real human being! I started a conversation with Jody and was SO impressed I had to investigate further and when I did the chat agent from SnapEngage WOWED me so much my jaw literally dropped.

There is so much useful functionality and it seemed to do everything that I was looking for. So, I highly recommend checking them out, we will install it on remind101 very soon!