how to...

OBSERVE

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What is the aim?

To understand the user's needs in greater detail through observation. It is important to remember that the user might not actually recognise where they have issues or notice what they struggle with as it has become ingrained in their daily life. Through observation, designers can often gain great insight that would otherwise have been missed. All good designers will observe a variety of users carrying out tasks, usually in different environments if required.

How can you do this? Technique 1

This very much depends on the task. Videoing your user carrying out a task would be the ideal way to approach this but this will require their agreement beforehand and you will want to assure them that the video will only be used for your project and not shared further.

eg Ms Whyte is looking at designing an accessory for a cyclist to make commutes more enjoyable. She has therefore asked Mr Whitfield to record his commute to work, from the start (getting his bike) to the end (locking his bike up at work). You will see that she has pulled out key details of the journey that are of interest.

Once Ms Whyte has watched the video she will pull out key findings (you may also have more questions you want to ask after seeing it):

It was awkward to get the bike out of the storage, other people bikes were in the way - does this happen everyday?
He has to swerve in and out of traffic a lot throughout because the bike lanes disappear - does he feel safe?
Cars/lorries are in bike lanes
Opening of doors into roads is a hazard for cyclists - do drivers see them? How often does this happen?
You have to be on high alert, as a cyclist the whole time - does he agree?
Being off main roads seemed more enjoyable - I should check this with him.
There was quite a bit of space to lock his bike up at work. is this normal?
Locks bike up fairly quickly, how heavy is the lock? would he feel happy leaving his bike unlocked?

How can you do this? Technique 2

Another technique you can use is observing through taking photographs and then 'sub-tasking' the task to understand it in greater detail and to consider the real problems and get greater insight into where a specific issue can occur.

eg. this example is taken from the work of a current year 11 student. They were focused on the task of making a salad. They observed their sister making one and noted down the steps by creating a flowchart (using jamboard) and then also creating a photo flowchart (using jamboard)

By carrying out this task they were able to understand all the sub-tasks within the task and gain understanding into how complex such a perceived simple task is and how many parts there are to these actions we carry out every day. Once this is understood a designer can focus in on a specific area or note which if these tasks are particularly challenging to the user.

It is worth noting that both these techniques lead on nicely to THE EMPATHY TASK.