Due to the competition for online retail, it is critical for e-commerce organizations to take the required steps to make sure that their website is easy to use. One way to achieve this goal is for e-commerce organizations to administer usability testing, or to test website usability with users that fit the demographic profile of their customers. Usability testing is often run through the use of a facilitator with the findings and feedback from the testing sessions provided back to the organization’s stakeholders so the website can be adjusted accordingly. This research presents an example case of one such usability testing experience, as well as highlights the findings and lessons learned from the facilitator’s perspective. The findings in this instance may be generalizable to other facilitation and usability testing experiences and provide areas for future research.