Understand
Observation
Watching people do a real task, in the place and way they normally do it.
What is Observation?
Watching people do a real task, in the place and way they normally do it.
What you learn
Watch what people do, not what they say they do.
When it helps
people describe a task one way, but the results suggest they do it differently.
Use it at work
- Pick one task and ask to watch someone do it for real.
- Stay quiet. Note every step, including ones outside your product.
- Ask about anything surprising after they finish.
- Compare what you saw with the official process.
Your output
Watch one person do a task you think you understand. Write down every step the official process doesn’t mention.
Watch for
Trusting how people describe the task, or what the process says.
Related practices
Sources
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