Observation & Job Shadowing

Summary

Watching how a process or system is actually used in real conditions — surfacing workarounds and friction that stakeholders often don't think to mention because it's become routine to them.

• 1Watch someone perform a real task (even informally) and note any workarounds they use.
• 2Learn why this technique is especially powerful for complex, workflow-heavy processes.
• 3Compare what you observe to what the same person reports when asked directly.