Unit 2 · Lesson 5 of 20
Observe the task before judging the screen
Capture what a person did, the setting, and what remains unknown.
01 / Learn
The idea
Observation records behavior in context. Note what the person tried to accomplish, the sequence of actions, interruptions, workarounds, and environmental constraints. Record what you saw separately from your interpretation. 'The screen reset after 45 seconds' is an observation; 'the user was confused' is a hypothesis unless you have further evidence.
A field note should include the trigger, the user's visible action, the system response, and the consequence for the task. Ask neutral follow-up questions when needed, but avoid telling the participant what should have happened. One observed failure does not establish its frequency; it can reveal a mechanism worth investigating. Capture moments that happen outside the screen, such as consulting a sign or asking staff.
A short video of the screen is a complete account of the experience. It can omit the user's goal, surroundings, and what happened afterward.
02 / See the reasoning
Worked example
Fictional scenario
A station kiosk user starts buying a ticket, steps aside to read a route map, then returns to a reset screen.
An expert writes: 'At 14:06 the visitor opened route selection. At 14:06:28 they walked to the wall map. At 14:07:00 they returned; the kiosk showed its start screen. They asked staff whether their fare had been charged.' The expert does not yet claim why the timeout exists or that the fare was charged; those become questions for logs and staff.
Try a decision →03 / Decide
Guided decision
Which note is most useful for a team diagnosing the failure?
Feedback on your choice
What could change the answer: An interview or recording may show that route labels also caused confusion, but that would be additional evidence rather than a safe inference from this observation alone.
This feedback helps you examine the decision; it does not grade your written reasoning.
Apply it somewhere new →04 / Apply elsewhere
Independent application
Fictional scenario
An enterprise employee abandons a multi-step access request after a manager calls them into a meeting.
Write five observation notes and three follow-up questions. Mark each statement as observation, participant report, or hypothesis.
Make: A structured observation sheet with a separate question list.
The learner preserves the task sequence and interruption, labels inferences, and asks non-leading questions about state and recovery.
Lesson complete
You applied the method in a new context.
You studied the idea, tested a decision, and made an artifact for a new context. Keep the reasoning for your next UX question.
05 / Keep working