Service Design Tools
Observation Notes
Observational research involves documenting user behaviors, interactions, and environmental factors. It focuses on what users *do*, providing valuable insights often missed in self-reporting. This exercise structures that documentation process for maximum clarity.
Duration
30 mins
Group Size
1-2
Category
Service Design Tools
Difficulty
Easy
Participants will: Document user behavior in context. Capture environmental factors. Record interactions and pain points. Identify gaps between stated and actual behavior. Create qualitative data for analysis. Build an evidence base for design decisions.
You'll get observation notes and rich field data to form a foundation for analysis.
Record what you see, not your interpretation. Capture exact quotes when possible. Note environmental details. Look for workarounds. Pay attention to non-verbal communication. Document exceptions. Review notes immediately. Combine with interviews for a fuller picture. It's easy to fall into interpretation, so practice objective recording.
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