User-Centred Requirements Handbook |
Observational methods involve an investigator viewing users as they work and taking notes on the activity which takes place. Observation may be either direct, where the investigator is actually present during the task, or indirect, where the task is viewed by some other means such as through use of a video recorder.
Typical Application Areas
Useful early in specification for obtaining qualitative data. It is useful for studying currently executed tasks and processes.
Benefits
Allows the observer to view what users actually do in context. Direct observation allows the investigator to focus attention on specific areas of interest. Indirect observation captures activity that would otherwise have gone unrecorded or unnoticed.
Limitations
Observation can be obtrusive and subjects may alter their behaviour due to the presence of an observer. Co-operation of users is vital, so the interpersonal skills of the observer are important. Notes and video tape need to be analysed by the note-taker which can be time consuming and prevents the task being split up for analysis by a number of people.
What you need
Time for analysis of observation results.
Indirect observation requires access to audio visual recording and playback equipment.
Process
1. Establish objectives and information requirements. Should the coverage be in breadth or in depth? It is extremely important at this stage to find out what will happen to the end-product of this process, and therefore to tailor the whole process to the requirements of those who will receive the results.
2. Gain contacts and especially their co-operation with the process of Naturalistic Observation that you intend to carry out. Establish the times, places, and people who will be observed. Note that in some countries the law may prohibit you from taking video films of people without their explicit written consent.
3. Decide on the recording technique you will use. Will you rely on hand-written notes (traditional), audio, or video and audio records? Note that the more complete your record, the longer it takes to analyse. It is useful to be able to make some kind of first-cut analysis during observation
4. Analyse, summarise, and report in relation to the objectives set out at the start.
Practical guidelines
• Make sure that those being observed are aware of the reason for your study (i.e. to assist them) and do not see you in negative terms. This is particularly important for mentally impaired and blind users who may be disturbed by a passive presence that they are not sure about.
• Run a pilot observation session to get a feel for what to expect and to test out any observation sheets. This will also help to judge how long the observation session needs to be. If the session involves informal activities with members of the public, they may take the opportunity to have conversations with the observer. Make sure that there is enough time to allow these interactions to take place.
• Try to be as unobtrusive as possible.
• Note down any events that you do not understand and try to clarify them with the user as soon as the session is completed.
• Try to be aware of the range of influences that are affecting the user.
• If possible photograph the users work area or the area of operation as this will act as a reminder of the environmental context.
• After your observations, write down your first impressions before the analysis stage later on.
Further information
Preece (1994).
Refer to RESPECT deliverable D6.2 for information on running
observation sessions involving users with impairments and disabilities,
as well as elderly and young users.