Observe: 4 Shortcuts to Enhance Your Skill Set
Practical “cheat codes” to level up your Observe skill quickly in real-world situations.
1) Record + Note
That smartphone in your pocket combines one of history’s best cameras, microphones, measurement tools, and more into the size of a deck of cards. Use it. Audio and video will be your go-to, but in unique situations, consider noting other data, such as temperature, speed, etc.
Don't rely solely on this, though. Also capture in-the-moment observations. Your notes are the exercising of your Observe skill and how you can accurately stress test using the six key questions above and the failure modes.
Example
Undesired approach
Recording interviews and relying on AI to summarize what was said.
Stronger observation
Recording interviews while also capturing timestamped notes about tone shifts, pauses, and environmental conditions.
2) Periodically Observe Yourself
While observing your subject matter, check in with yourself. Are you fidgeting, have you stopped taking notes, or are you nodding along?
These responses aren’t just signs that you’re not capturing observations, but they might also be affecting the thing you are observing.
Example
Undesired approach
After a project is complete, do an analysis of how you did with Observe.
Stronger observation
While attempting new Observe methods, you self-analyze at the midpoint to determine what’s working and what is not. You periodically self-assess throughout the project.
3) The 5 Ws & How
When you think you’re done, or know you’re stuck, check to make sure you can answer: Who?, What?, Where?, When?, Why?, and How? More often than not, this sheds light on important additional areas of observation.
Example
Undesired approach
Observing that customers appeared frustrated without exploring further.
Stronger observation
Asking who was frustrated, what triggered the feeling, where it occurred, when it happened most often, why it escalated, and how the frustration manifested.
4) Third Time's a Charm
Don't rely on observing something once. Twice is binary and relies too much on the luck of the draw. But a minimum of three times gives you sufficient findings to triangulate on.
Example
Undesired approach
Concluding that one poorly performing location represents the broader customer experience.
Stronger observation
Observing multiple locations, teams, and customer environments before identifying consistent patterns.
Check out the next article in the Observe intro series:
3 Ways to Challenge Your Observe Skills Immediately
Or skip ahead to any part of the series: