Use when
- Context, environment, handoffs, workarounds, or interruptions matter.
- Users struggle to describe what they actually do.
- You need direct evidence about physical, social, or operational constraints.
Best for
- Operational and field workflows
- Branch, call-center, or agent contexts
- Understanding hidden workarounds
How to design it
- Observe real tasks in real contexts where possible.
- Use a checklist for steps, interruptions, tools, dependencies, and exception behavior.
- Capture quotes, artifacts, and environmental constraints, not only opinions.
Suggested sample size
A small number of rich observations can be enough if the contexts are high value and carefully chosen.
Observation ChecklistUse this when you need a practical starting template.
View template
- What is the user trying to achieve?
- What tools, people, or channels are involved?
- Where do interruptions, delays, or exceptions appear?
- What workaround or support behavior appears?
Output
- Observation notes
- Context and workflow evidence
- Constraint and opportunity summary