Observing users

Name:

Date:

Class:

Quick Questions

Shade in the A or B circle for each question.

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

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

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

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

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

Match the Pairs

Draw a line connecting each item on the left to its match on the right.

Left column		Right column
1observing		ALook for: pauses, wrong clicks, frowns
2Notes: 10:02 Mia pressed Back 3 times		BObserve = what they DO, Ask = what they SAY
3When observing, look for places where the user pauses, looks confused or makes a mistake		CWatching a user do a task to see where they get stuck, without helping or interrupting
4Observing shows what users really do, while asking only tells you what they say they do		DThis note is an opinion, not something you saw. Notes should record actions, like 'Mia could not find the Save button'.
5Observer: "Click the blue button, Sam!"		EThe observer helped the user. When observing you must not help or interrupt, or you will not see where they get stuck.
6Notes: Mia is bad at computers		FRecording what you saw, with a time and the exact action the user did

Definitions

observing

Fill in the Blanks

Complete each line of code by filling in the missing parts.

_______ the user doing the task

IF user gets stuck THEN _____ a note

While observing, do not ____ or interrupt

Look for where the user gets _____

Observing: see what users __, not just say

Spot the Error

Shade in the letter of the line that contains an error.

Question 1

A WATCH the user do the task

B HELP the user when they stop

C WRITE down where they stop

Question 2

A GIVE the user a task

B TELL them which button to use

C NOTE where they get stuck

Question 3

A OBSERVE user using the app

B GUESS what they were feeling

C LOOK for where they get stuck

Question 4

A GIVE the user a task

B WATCH them try it

C FORGET notes, remember later

Question 5

A WATCH user do the task

B SEE them tap the wrong icon

C NOTE: user is not smart

Answer Key

Observing users

Section A: Quick Questions

A — Stay quiet and write down what happened

A — Watching a user try a game and seeing where they pause

B — Where the user gets stuck or confused

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

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

Section B: 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'.

Section C: Definitions

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.

Section D: Fill in the Blanks

OBSERVE the user doing the task

IF user gets stuck THEN WRITE a note

While observing, do not help or interrupt

Look for where the user gets stuck

Observing: see what users do, not just say

Section E: Spot the Error

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.

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

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

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.

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