Service Design: From Insight to Implementation

Participant Observation
Participant observation, or shadowing, provides rich, in-depth, and accurate insights into how people use products, processes, and procedures. It is very useful for understanding context, behavior, motivations, interactions, and the reality of what people do, rather than what they say they do.

Plan the topics: When you have found out more, construct a prompt card. This should be a list of topics you want to cover during the interview, not a strict list of specific questions.

Research: You may not know much about the topic you are interviewing on. If this is the case, you may need to research the area, but don’t spend too much time on it. Sometimes it is best to be a little naïve because it prevents you from making assumptions;