Observing research sessions

Ahead of the session:

• Read the test script or discussion guide to understand the aim of the research and planned activity.
• Decide how to approach your notetaking – the quality of your notes will influence later data analysis.

During the session:

If a single observer, it may feel appropriate to switch on your camera while introductions take place. If there are multiple observers, it is best to keep cameras off. Following introductions, make sure your camera and mic are off.

Make a note of any questions you’d like to ask the participant. Near the end of the session, there is an opportunity for any questions. It is recommended you turn on your camera and mic. You may instead choose to pass a question to the User Researcher who should aim to include it at an appropriate stage of the session if possible. Again, if there are multiple observers these could be sent to the User researcher or listed within the chat function for discussion at the end.

After the session:

After the session notes should be transferred to Miro ready for future insight sorting and analysis sessions such as affinity mapping. You can find out more about analysis in the User research playbook or Government Digital Service Manual.

Taking notes

Good notes stick to observations (for example something you see or hear during a session) rather than personal interpretations.

Observers should look for:

• what people do – processes, tasks, barriers and navigation
• how they think – goals, decisions, triggers, and expectations
• how they feel – motivations, delights and frustrations

When taking notes, observers should:

• select a notetaking method you are comfortable with – See the observer pack for both Excel and Word templates. You may also prefer to use stickies directly on a Miro board. Aim to make one observation per sticky note. The Government Digital Service has a useful article on the anatomy of a good sticky note.
• not include any personal data or information that may reveal a participant’s identity such as name or location
• make as many notes as possible, prioritising the key points. However, if you miss something, take note of the time and it can be reviewed on the video later.
• keep notes impartial and try to avoid including any bias or assumptions
• save the notetaking document in the project folder.
• transfer your notes to the research Miro board after the session ready for future analysis sessions.

You will find notetaking documents in our research templates.

Usability testing

Usability testing helps you to:

• see if users understand what they need to do and can complete all relevant tasks
• identify specific usability issues – for example, problems with the language or layout
• generate ideas for how to improve your service

For Usability tests, observers should also look out for:

• missing a call to action (CTA) button or missing a field
• when software does not follow the user’s mental model
• the number of steps or click paths a user takes to complete their task
• anything highlighted, misunderstood, that the user found confusing or missed
• technical errors such as the user needing to click several times for a menu to open
• quotes from the user both positive and negative. User quotes can also be useful to cement observations

Tips for asking questions

Be mindful that what users say is not always what users do.

Try to avoid:

• leading questions (e.g. would you prefer to have a map here? Do you like the new design more than the old one?)
• closed answer questions (e.g. did you notice the news banner?)
• hypothetical questions (e.g. if we added a map here, would you use it instead of putting a postcode?)
• design related questions (e.g. do you like this button or what would make the page better?)

Instead ask open-ended usability questions such as:

• What information are you looking for?
• What do you need to help you continue?
• Show me how you would…
• What prevents you from completing…
• Why do you think you chose x first?

For further information

Browse our Somerset Council research templates where you will find notetaking examples for observing sessions.

This observation guide has been developed building on a similar guide produced by Essex County Council. You can visit their research repository here. 

See the Government Digital Service Manual for further information on User Research techniques.