Here's a simple way to assess how user-friendly your Web site is. It's not exhaustive or statistically significant. But it will definitely point out weaknesses and areas in need of overhaul.

First, download and print out copies of our handy Usability Scorecard. (It's a PDF document, about 9 KB. You'll need Adobe Reader to use it.) Next, draft a bunch of volunteer testers—people who are not familiar with your site and preferably not connected to your company or organization.

Each test subject will go through a three-step process while you and your representatives observe and take notes in silence. The silence is important. You want to see how people do on your site under realistic conditions—in other words, without a tour guide.

Step 1 (20 minutes)
Ask the testers to briefly look over the scorecard, which lists 10 specific areas of usability that they will be rating later, in Step 3. Then invite the testers to generally click around on your site, following their interests wherever they lead. Ask them to give you a running commentary, to say out loud whatever they're thinking as they explore. (Remember, you cannot answer questions or offer any help at this point.) They should keep the scorecard's usability goals in mind as they explore and comment.

Step 2 (20 minutes)
Now give the testers a few specific tasks to perform, things that you think people coming to your site would likely want to do. Phrase your instructions in a way that won't tell the testers how or where to accomplish this task. (Say, for example, "Find the most effective treatment for breast cancer." But not, "Go to 'Women's Health Center,' click on 'Breast Cancer,' then choose 'What Are My Options.'") Then keep mum again, except to encourage the testers to continue thinking out loud as they try to fulfill their assignments.

Step 3 (20 minutes)
Ask the testers to fill out the Usability Scorecard, assigning a score from 0 to 10 for each of the goals listed. Then—finally—you can interview the testers. Ask why they took one pathway when you expected them to take another (the obvious one, right?). What worked well for them? What was most frustrating? Don't try to convince them what they should have done; try to understand why they reacted to your site the way they did.