Through fly-on-the-wall observations the team can obtain a snapshot into how a person interacts with the environment and in certain situations – providing a glimpse of the person’s natural tendencies or routines. As you observe the customer, it is important to be mindful of what tasks they are performing, what tools they use, and the person’s body language.
To conduct your observations successfully, it may be necessary to make every effort to blend into the background, as to not influence how the subject being observed behaves. Try to take on the role of a bystander and observe the situation from a variety of vantage points. If possible, record you findings using video or photos. If photo documentation is not possible, be sure to capture you findings using thorough notes.
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