Watching rather than asking.
WHY IT MATTERS
What people say and what they do differ, without anyone being dishonest.
WHY THEY DIFFER
Memory is inaccurate, and people describe intentions rather than habits.
WHAT OBSERVATION REVEALS
Steps they do not mention Workarounds they consider normal Where they hesitate What they never use
WHERE TO OBSERVE
At their premises, doing the actual work.
WHAT TO ASK PERMISSION FOR
To watch, and to ask occasional questions.
WHAT TO DO WHILE WATCHING
Say little.
WHY
Prompting changes the behaviour.
WHAT TO ASK AFTERWARDS
About the things you saw that surprised you.
WHAT TO LOOK FOR
Paper alongside systems Spreadsheets built to fill gaps Information re-entered Steps done from memory Things done twice
WHAT THOSE INDICATE
Problems worth solving.
WHAT USABILITY OBSERVATION MEANS
Watching someone attempt a task with your product.
WHAT TO DO
Give them a task, and stay quiet.
WHAT TO AVOID
Explaining Helping at the first difficulty Taking hesitation personally
WHAT TO RECORD
Where they paused What they expected What they said aloud
HOW MANY PEOPLE
A handful reveals most problems.
WHAT TO DO WITH FINDINGS
Fix the things more than one person struggled with.
