← VCE Software Development U3O2

Observing users

Watching a user do a task to see where they get stuck, without helping or interrupting. You write down what you see instead of just asking them what they think.

Part of: VCE Software Development - U3O2 - Analysis and Design — Module 24, VCE Data Analytics - U3O2 - Analysis and Design — Module 30, 7-8 Digital Technologies: Designing user interfaces and experiences — Module 19, 9-10 Digital Technologies: Defining and decomposing problems — Module 12, QCE Digital Solutions Unit 1 — Understanding Digital Problems — Module 49, QCE Digital Solutions Unit 1 — User Experiences and Interfaces — Module 21, QCE Digital Solutions Unit 2 — Data-Driven Problems and Solution Requirements — Module 28

Understanding Observing users in VCE Software Development U3O2

What it does: These are the signs of getting stuck, which is what an observer is looking for. Watching and asking give different information, and watching shows the real actions. When observing, you do not help or interrupt. You write down where the user got stuck. Observing means watching what the user does. Asking questions is interviewing. Look for places where the user hesitates, makes mistakes or looks confused. Good notes are clear and specific. They say what the user did and where the problem happened. Watching shows what really happens. Users may forget small problems or not mention them. Body language is a clue. Sighs and frowns can show that the user is frustrated.

Common mistakes: When you observe, you must not help or interrupt. Line 2 should say DO NOT help or interrupt so you can see where the user really gets stuck. Telling the user what to press is helping, and it hides the problems. Line 2 should be WATCH what they do.

Class: _____________________ · Name: _____________________ · Date: _________

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This module's key terms are also in a printable crossword (Modules 12–24) and word search (Modules 2–24).

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Learning

Duo

Mia is watching Sam use a school library app. Sam taps the wrong button. What should Mia do?

Stay quiet and write down what happenedJump in and tap the right button for Sam

Matches

Observer: "Click the blue button, Sam!"

↓

The observer helped the user. When observing you must not help or interrupt, or you will not see where they get stuck.

Applying

Meanings

Term

observing

Meaning

Watching a user do a task to see where they get stuck, without helping or interrupting. You write down what you see instead of just asking them what they think.

Practice

Task: Mia books a library time

Testing

Gaps

the user doing the task

Check Answer

Spots

1WATCH the user do the task

2HELP the user when they stop

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Quick Questions

1. Mia is watching Sam use a school library app. Sam taps the wrong button. What should Mia do?

A. Stay quiet and write down what happened ✓

B. Jump in and tap the right button for Sam

When observing, you do not help or interrupt. You write down where the user got stuck.

2. Which one is observing a user?

A. Watching a user try a game and seeing where they pause ✓

B. Asking a user which game they like best

Observing means watching what the user does. Asking questions is interviewing.

3. What is a good thing to look for when observing?

A. Whether the user agrees with you

B. Where the user gets stuck or confused ✓

Look for places where the user hesitates, makes mistakes or looks confused.

4. Which is the best way to record what you saw?

A. Time 1:10 - Ava could not find the Save button ✓

B. The app is bad

Good notes are clear and specific. They say what the user did and where the problem happened.

5. Why can observing show you more than asking?

A. People always give the wrong answers when you ask

B. People do not always remember or notice where they got stuck ✓

Watching shows what really happens. Users may forget small problems or not mention them.

Match the Pairs

observing → Watching a user do a task to see where they get stuck, without helping or interrupting

Notes: 10:02 Mia pressed Back 3 times → Recording what you saw, with a time and the exact action the user did

When observing, look for places where the user pauses, looks confused or makes a mistake → Look for: pauses, wrong clicks, frowns

Observing shows what users really do, while asking only tells you what they say they do → Observe = what they DO, Ask = what they SAY

Observer: "Click the blue button, Sam!" → The observer helped the user. When observing you must not help or interrupt, or you will not see where they get stuck.

Notes: Mia is bad at computers → This note is an opinion, not something you saw. Notes should record actions, like 'Mia could not find the Save button'.

Key Term

observing

Watching a user do a task to see where they get stuck, without helping or interrupting. You write down what you see instead of just asking them what they think.

Fill in the Blanks

1. OBSERVE the user doing the task

Hint: Type the keyword for watching a user work without helping them.

2. IF user gets stuck THEN WRITE a note

Hint: Type the action word for recording what you saw on paper.

3. While observing, do not help or interrupt

Hint: Type what you must NOT do to the user while they try the task.

4. Look for where the user gets stuck

Hint: Type the word for the moment a user cannot go on with the task.

5. Observing: see what users do, not just say

Hint: Type the verb for the actions you see, as opposed to the words they speak.

Spot the Error

Question 1

A WATCH the user do the task

B HELP the user when they stop

C WRITE down where they stop

Line B — When you observe, you must not help or interrupt. Line 2 should say DO NOT help or interrupt so you can see where the user really gets stuck.

Question 2

A GIVE the user a task

B TELL them which button to use

C NOTE where they get stuck

Line B — Telling the user what to press is helping, and it hides the problems. Line 2 should be WATCH what they do.

Question 3

A OBSERVE user using the app

B GUESS what they were feeling

C LOOK for where they get stuck

Line B — Notes should record what you actually saw, not guesses. Line 2 should be WRITE what you SEE them do.

Question 4

A GIVE the user a task

B WATCH them try it

C FORGET notes, remember later

Line C — You need to record what you saw while you observe, because you will forget details. Line 3 should be WRITE notes as you watch.

Question 5

A WATCH user do the task

B SEE them tap the wrong icon

C NOTE: user is not smart

Line C — An observation note records what happened, not a judgement about the person. Line 3 should be NOTE: user tapped wrong icon.

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