USES: 

• To perform user research.

• To look beyond obvious (and boring) behaviour to see the unusual.

• To make our assumptions and values explicit.

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DESCRIPTION: 

• What you see and hear – just the facts. Observe real people in action in a relevant environment. Record what you see and hear. Be objective and try to be invisible – do not participate in the activity.

• What to look for when observing users:

• Patterns, repeated behaviour

• Unusual / extreme behaviour

• Inconsistencies (what is said vs. what is done)

• Work-arounds / modifications to the environment/situation

• Passion, energy, high activity

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TIPS: 

• Write down what you see immediately – no thinking.

• Sit still and don’t do anything but watch.

• Write things down. If you rely on memory, you will “taint” your observation with interpretation.

• Practice observing people when you have a few minutes to spare.