My husband is a commercial airline pilot, and it’s easy for him to talk with almost anyone about his job. After all, who doesn’t have a good travel story to share? It’s not quite the same when I tell people that, as the vice president of user experience at Commonwealth, part of my job is to ensure that our products and services are “usable.” They don’t seem all that interested in hearing why usability matters. But it does matter, quite a lot! So, let’s take a look at what usability is, why it's important (using some real-world examples), and some of the ways we improve usability here at Commonwealth.