Process Observation: How To Do It

The first step in process observation is to answer two questions:

• What do you want to learn from the observation?
• What will the users/stakeholders view as credible and useful information?

You may use either structured or unstructured observation methods, depending on the type of information you want to collect.

• Structured observation looks for certain things that have already been identified and can be tracked in a preset guide, checklist, or rating scale. This method generates quantitative data from frequency counts, rankings, and ratings.
• Unstructured observation looks at what is happening in a process or activity without confining the observer to preset items. The observed activities are recorded during the observation period, producing qualitative data.

Observation Tools

Several types of tools are available to record observation data. Choose your recording methods—alone or in combination—based on your observation design.

• Observation guides. These printed forms provide space for recording observations, allowing for the consistent collection of information across observers or sites. The more detailed you make the guide, the easier it will be to tally results, but the less flexibility it will provide for recording findings.
• Recording sheets or checklists. These forms are used to record observations in either yes/no or rating scale formats. They are used when observers are looking for specific items or activities that are easily identified.
• Field notes. This tool is the least structured way to record observations. When the observer sees or hears something of import, he or she records it in a narrative, descriptive style, typically in a notebook. Observations should be accompanied by the date, location, and relevant contextual information.
• Pictures or videos. The observer can also record pictures or videos, which can be analyzed later and used to illustrate points in a report.

Once the observation is complete, you may want to verify it by either having the observer go back to collect more information or asking others to do additional observation to validate the findings.

Who should do the observing?

• Observers should be neutral parties. They should not have day-to-day contact with people in the process being observed.
• Observers should be detail oriented. They must pay close attention to capture details well.
• Observers should have good judgment. They will need to discern what is important in the process being observed and help to interpret the meaning of what was observed. 

Should observers be open about what they are doing? 

Observations may be either overt or covert, depending on the situation and the purpose of the assessment. Covert observation is helpful because people often behave differently when they know they are being observed. But if you use covert observation, take care that neither the observation nor the resulting report will harm the people being observed.