User observation on the spot (field observation)

When is this method appropriate?

User observations on the spot are advisable if one assumes that the users of an application behave differently from home, from work, on the way etc.

This is for example the case in the handling with navigation equipments, automatic machines and notebooks but also in the collective live activity of a washing machine. In such cases the influences of the context or environment are central for the design of for instance graphical user interfaces, buttons etc.

In a usability laboratory one cannot simulate such influences for instance distracting traffic situations, interaction with friends, colleagues or cohabitees totally. Therefore it is necessary to observe the users in their familiar surroundings and thereby to identify their problems and weaknesses with the operating.

Usually the pure observation is completed with an interview that helps to identify reasons and causes for the problems based on observations. Additionally requirements on an “ideal operating” of the application can be ascertained (contextual inquiry).

Further fields of application: analysis of usability weaknesses and problems of employees in using software to prepare business processes and (customer) enquiries for instance call-center systems, CRM tools, intranet, office applications etc. In such cases an observation by a usability consultant within an explorative observation on the spot is advisable. It is possible to gain a comprehensive impression of the functions of the application as well as the way they are used by the employees.

Possible questions

• How is the application used in context and in its natural environment? What effects do the environment have? How can these effects be used to work out a competitive advantage for the equipment or the application after they have been modified (design of operating elements and graphical user interface)?
• What influences do other people have and the interaction with these people on the usage and operating of the application?
• What particular requirements come along due to the context/the environment of the design of the application?
• What concrete potentials of improvement are there from the users’ point of view? What ideas and suggestions do they have related to a further development or optimisation of the application (identification of innovations)?

And many more…

In what project phase applicable?

• Implementation
  If fully functional prototypes already exist of the application or the equipment, a user observation on the spot in terms of a so-called beta test phase makes sense to identify and solve important usage problems before the final production.
• Live activity/usage
  User observations especially make sense if the application or the equipment has been repeatedly applied. Therefore this method is particularly limited on the live activity/usage phase. The gained findings and deep insights provide valuable data and requirements for a further development of the application so that the analysis phase and (re-) conception phase can fluently blend.

What is the procedure of this method?

This is an explorative method this means that the pure observation and problem identification are in the foreground within a natural usage environment.

First we module together with you the central observation objects and use cases. In addition, the creation of samples is cooperatively determined. In a pre-test with about 2-3 people we identify possible categories of the observation and bring them into agreement with you. By this the observation can partially take place and accordingly be analysed.

The data ascertainment and analysis is comparable to a usability test in laboratory. In the user observation on the spot also protocols of thinking aloud can be drawn up. In addition, focussed interviews can extend the pure observation. In the fore is the free, natural usage of the application. The data ascertainment and analysis additionally contain aspects that do not appear in usability laboratory: effects from the natural, spatial environment (for instance calls, traffic situation, lighting conditions, etc.), influences of other equipments as well as interactions and conversations with other people (for example cohabitees, colleagues, etc.).

To prepare the data descriptively for you the whole situation and the attended test subjects are recorded on video – incl. the operating element and the display or the graphical user interface. All records are arranged picture in picture and in terms of expressive highlight videos cut.

Strengths of this method

• Observation in a natural environment.
• Optimisation of the application/software with respect to context effects.
• Gaining a variety of suggestions and ideas for a further development of the application/product.

What about the sample size?

Due to the explorative and qualitative character of this method usually 12 to 18 test subjects are acceptable, 4 to 5 people in each (homogenous) user-/target-group.

How much time takes the implementation?

The total project duration takes 4 to 6 weeks, from the determination of your requirements and expectations on the examination to the providing of results and concrete recommendations. It contains also one week of comprehensive field time to ascertain the data.

What input do you have to provide?

Experience has shown that it makes sense to weight and concrete your questions in a workshop together with you. Hereby we can draw on our comprehensive project experiences. Within an expert-based pre-analysis we examine the application or the final equipment thoroughly, show problem and optimisation fields and provide recommendations that focus the observation object and questions.

What do you receive from us?

Offered services at a glance:

• Conception and creation of an observation and evaluation concept.
• Pre-test (inter alia to identify the basic observation objects and categories).
• Interpretative chart report with the following contents:
  • Management summary
  • Detailed illustration of the results from the observation.
  • Highlight videos with the basic scenes of the observation and the statements of the test subjects.
  • Data interpretation.
  • Concrete guidance and optimisation recommendations.
  • List with innovative ideas for functions.

These services can be commissioned as a full-service packet or as individual services.

On demand we present the results and findings of the test within a moderated workshop.