Shadowing to better understand users of the Apple Support website

The best technique to better understand users of the Apple Support website is shadowing. This technique will be used by selecting a handful of users of the website followed by careful observation of the interaction between the user and the website. This technique is best to better understand users of the website because users can be observed in their natural interaction with the website. Instead of making the user think/state/show what needs to be improved to make the interaction with the website better, one can observe how a user naturally interacts with the website and see what works well, and what doesn't, therefore pinpointing what needs to be improved/changed.