Observation

Definition: Watch human behavior in natural settings and assimilate learnings in order to understand decision making, needs, and motivation. Example: Observe the flow of patients and family members at registration to identify a sequence of events and pain points.

Relates to: Tell Stories. Create Experiences

SKILL DEVELOPMENT RESOURCES

Using the Voice of the Customer to Inform Marketing Efforts

Consumer Journey Mapping: Driving Revenue by Reaching Patients at Critical Points

BOOKS

Observing the User Experience, Second Edition: A Practioner's Guide to User Research, 2nd Edition

COURSE, WORKSHOP, OR SEMINAR

Observation

TOOL RESOURCES

Tools to support this skill may include:

Ethnography: Ethnography: Step-by-Step (Applied Social Research Methods)
Field Guides: Qualitative Research Methods: A Data Collector's Field Guide
Patient Intercepts: New Emphasis on Customer Service in Medicine
Patient Intercepts: The Patient Experience Toolbox: Providing Healthcare Leaders with Valuable Patient Experience Highlights