alllobi.blogg.se - Qualitative observation definition

If I was a customer, I’d have hung up long ago. The sales process takes an inordinately long time.They know their problem probably won’t get solved, so they shoot the messenger.” The CSR says to me: “Most of the customers are wound up before they even speak to me.

The online documentation would be easier if it was printed out and placed in a ring binder.

It seems unprofessional to me when a CSR can’t deal with a call and they need to transfer it to a supervisor.

The ambient noise level is quite high I have to speak loudly to ask a question.

CSR’s monitor is covered in sticky notes listing system shortcuts, URLs and username/passwords.

To illustrate this point, here’s a quick pop quiz: which of these notes are observations? But there’s a difference between making notes and making observations. You see a list of ten items you presume are her recorded observations.

Imagine you’ve picked up a researcher’s lab book, and have opened it to a page containing her notes from a field visit to call centre representatives (CSRs). But what exactly is a qualitative observation? What’s the best way to record it? And afterwards, when you have a bunch of recorded observations, all potentially useful, how do you go about the complex task of analyzing them? What is an observation? Now, this all sounds quite straightforward. In contrast, if you’re a user researcher, watching is an active process: you watch, you record what you see, and then you make use of your observations. But there’s a problem with that word “watching” - it suggests a passive process, like the state you’re in when you watch television. Known for his paradoxical witticisms, baseball player Yogi Berra once said, “You can observe a lot by just watching.” This is a good rule of thumb for user research: if you’re talking, interviewing or questioning, you’re probably not watching.