Observation

• Purpose
  • Evaluation of the work environment of the stakeholder, to document the details of the current processes to improve or change the current process
• Description
  • Studying people in carrying out its functions (job shadowing / following people around)
  • Assist the execution of the work for understanding of its flow
  • Approaches
    • Passive / invisible – no questioning, just log
    • Active / visible – Interact with the user, questioning the reason for the execution of some action
  • Can participate in the actual work for practical experience
  • It can become a temporary apprentice
  • Assist demonstration of the process or task-specific executed
• Elements
  1. Prepare for the observation
     • Determine sampling of users will be observed and what activities and questions to ask
  2. Observe
     • Present to the observed
     • Ensure to the observed that there is no question about his work, only observation to study
     • Explain that there may be disruption to questions
     • Suggest “thinking aloud” while working
     • Observe the work, take notes necessary with or without questions
  3. Point Observation Wrap-Up – Documentation and Confirmation
     • Get answers to the original or new
     • Summarize the notes for revision and clarification
     • Many users:  compile notes (common points)
• Usage Considerations
  1. Advantages
     • Practical and realistic vision of the business (“hands on”)
     • Details of the informal communication and form of the current work
  2. Disadvantages
     • Only for existing processes
     • Can consume a lot of time
     • Can disrupt the observed
     • Unusual circumstances or exceptions may not occur during the observation
     • It may not work when the current process is too complex or involve other difficult work to observe

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