Look for
- repeated copy/paste;
- system switching;
- manual checks;
- duplicated entry;
- waiting or searching;
- unofficial spreadsheets or notes;
- repeated navigation;
- error recovery;
- hidden approval steps.
Separate task detail from process conclusion
Observation:The participant opens three systems to complete one customer update.Finding:
The workflow requires repeated context switching and duplicate data access across systems.Recommendation:
Evaluate whether integration or a unified task interface can remove the repeated switching.Each level requires additional judgment.
Triangulate
Compare the observation with:- interviews;
- other participants;
- process documentation;
- structured records where available.