Observations / Insights
WHAT | WHY | HOW
USES:
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To perform user research.
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To look beyond obvious (and boring) behaviour to see the unusual.
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To make our assumptions and values explicit.
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DESCRIPTION:
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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.
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What to look for when observing users:
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Patterns, repeated behaviour
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Unusual / extreme behaviour
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Inconsistencies (what is said vs. what is done)
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Work-arounds / modifications to the environment/situation
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Passion, energy, high activity
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TIPS:
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Write down what you see immediately – no thinking.
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Sit still and don’t do anything but watch.
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Write things down. If you rely on memory, you will “taint” your observation with interpretation.
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Practice observing people when you have a few minutes to spare.