A successful user observation requires a sensitive approach. Here's a handy checklist of thing to keep in mind.

1. The ten commandments for a
successful user observation
Copyright 2014 Jonne Valola
jvalola at gmail.com
Clipart credit: http://iwantagreathomeloan.com/wp-content/gallery/images/the-ten-commandments.jpg

2. #1 ” Thou shall follow real work”
The object of observation is to get an authentic
recording of the work done by the users.
Observation MUST be done at the worksite, while the
user is doing their work. This is because most people
remember their actions correctly only when they are
hands-on doing what they normally do.

3. #2 ” Thou shall not teach”
Often what the user does NOT know is more important,
than what the user does know.
The observer should NEVER EVER correct or teach the
use of the products to the user. If you do, the user will
feel silly and will try to cover up any other things they
are unsure of. Important information will be lost.

4. #3 ” Thou shall prepare users
and get rid of the boss”
How would you feel, if someone came to YOUR workplace
to look at you working with no advance notice ? Especially
with your boss watching ?
The users should never be ”attacked by surprise”. Make
sure the company they work for has informed them, and
the user is OK with that. Ask managers politely to leave you
with the user, so that the user does not have to worry
about their boss looking over their shoulder. Bosses WILL
teach and spoil your observation (see rule #2).

5. #4 ” Thou shall only visit places, where
video is allowed”
No matter how good your memory is, you will forget
90% of the things you saw.
Many companies are wary of capturing a video of the
work. However, it is something that you must insist.
Otherwise you cannot convey the information to others
in your organization. Explain why you need the video.

6. #5 ” Thou shall explain the purpose of
the observation”
Most people do not like being filmed. This is simply
because they are afraid, that they will look foolish.
Always explain, that the video will be:
•confidential
•used for internal R&D purpose only as an aid to memory
•not about the users but about the products they use
…after this, most people will agree to filming.

7. #6 ” Thou shall introduce thyself, but
thou shall not overdo it”
Trying to be a spy will not work, users will notice and
will not trust you.
Always start with an introduction of who you are and
why you have come. BUT, never introduce yourself as a
person who is responsible for the product – some
people will be afraid of giving honest feedback if they
know your close connection to the product. Keep a
straight face, even if your own handiwork gets heavily
criticized.

8. #7 ” Thou shall start with simple
questions”
”Breaking the ice” is very important. The user must feel
relaxed and confident while working.
Start with questions ANYONE can answer. What’s your
name ? Have you been working long here ? Can you
show us what you doing before we interrupted ? Please
continue working while we ask a few questions.

9. #8 ” Thou shall try to avoid the most
experienced users”
Many companies like to show that they are very
professional, and will direct the observers to meet their
”best” users.
Experienced users have already learned all the tricks.
They will have less problems understanding the
product and its use. For the purpose of R&D, they often
(but not always!) have little new knowledge to reveal.

10. #9 ” Thou shall always work at least
as a pair”
Observations should be conducted by at least 2 people.
However, having too many people can also intimidate
the user.
Going over the video later is a very important step. If
you have only 1 person doing the observation, you
have no possibility of cross-checking your findings.
Also, holding a camera is a BIG distraction and should
not be done by the person asking the questions.

11. #10 ” Thou shall think long term”
Good sites and helpful users can become invaluable
sources of information for many of your future R&D
projects.
It is very likely, that you will later want to test your
concepts etc. with the same users. Start building trust from
the first meeting. Companies feel proud that they are
involved. This is why you must REMEMBER to ALWAYS ask
the management also for opinions. Give users a small gift
after the interview if possible to leave a good impression.