What users do when you are not looking
A new booking page is live. The numbers say people start the form and leave. The numbers do not say why.
You need to see people use it, or hear them describe it. Four more tools do that.
Key words
| Word | What it means |
|---|---|
| Observation report | a written record of what you saw while you watched a task |
| User diary | notes that a user keeps, over days or weeks, about how a system works for them |
| Scenario mapping | walking through a made-up but real-looking story, step by step, to find problems |
| Self-assessment framework | a checklist that a team uses to score itself against good practice |
| KPI | a key number that shows how well you are doing, measured against a target |
| Timely | written down when it happens, not weeks later |
The cells students fill in are left blank in this preview.
By the end of this lesson
Note
I can use an observation report, a user diary, a scenario map and a self-assessment framework.
Starter
Have a go
Starter
3 questionsHave a go: your answers are marked here and then forgotten. Sign in if you would like your score kept, and to pick up where you left off.Sign in to keep your score
Your answers are marked here and are not kept. A college account keeps every student’s marks.
Four more tools
| Tool | How it works | Good for | Care needed |
|---|---|---|---|
| Observation report | Watch a person do a task and write down what happens | Seeing real habits and problems | People act differently when watched |
| User diary | Users note their experience as it happens | Spotting patterns over time | Users may forget to write |
| Scenario mapping | Walk through a story step by step | Finding weak steps before they fail | Only as good as the story |
| Self-assessment framework | A team scores itself against a checklist | Quick check of good practice | People may score themselves too kindly |
The cells students fill in are left blank in this preview.
Check
Have a go
Check
4 questionsHave a go: your answers are marked here and then forgotten. Sign in if you would like your score kept, and to pick up where you left off.Sign in to keep your score
Your answers are marked here and are not kept. A college account keeps every student’s marks.