Design thinking resource
A research and testing method that focuses on studying people's behaviours, actions and interactions within real or simulated environments.
People are not always able to explain everything they think, feel or do.
Observation allows teams to learn directly from actions rather than relying solely on self-reported information. Watching behaviour in context often reveals needs and challenges that may not emerge during interviews.
This creates a more complete understanding of user experiences.
There can be important differences between what people say and what they do.
Observation helps identify workarounds, habits, frustrations and unexpected behaviours that influence outcomes.
These insights can reveal opportunities that remain hidden when relying only on conversation-based methods.
Observational insights provide valuable evidence for decision-making.
Patterns of behaviour help teams understand what requires improvement, what works well and what should be explored further.
This evidence helps strengthen subsequent design decisions and prototype iterations.
Put the method to work
Determine the behaviours and interactions to observe.
Allow participants to behave naturally.
Capture actions, interactions and environmental influences.
Identify recurring themes and opportunities.
Why it matters
Understand behaviour as it occurs.
Gather evidence from direct experience.
Identify opportunities for improvement.
Develop a richer understanding of users.
Continue exploring
Learn how usability testing helps improve effectiveness and user experience.