Back to Facilitation Techniques for Elicitation

Observation

5 minutes 5 Questions

Observation, also known as job shadowing, is a facilitation technique used in elicitation where the business analyst observes stakeholders in their natural work environment to understand current processes, tasks, and challenges. This technique provides firsthand insight into how stakeholders perform their duties, interact with systems, and follow procedures, which may not be fully captured through verbal communication alone. By watching stakeholders as they execute their tasks, the business analyst can identify inefficiencies, pain points, and opportunities for improvement that stakeholders may not articulate during interviews or meetings. Observation allows for the collection of contextual information, such as environmental factors, workarounds, and informal processes that influence how work is actually performed versus how it is documented. There are two main types of observation: passive and active. In passive observation, the analyst watches without interfering, taking notes on activities as they occur naturally. In active observation, the analyst may ask questions during the process to clarify actions or decisions being made by the stakeholder. Selecting the appropriate type depends on the context and the potential impact on the stakeholder's performance. While observation is a valuable technique, it requires careful planning to minimize disruption and to ensure that the presence of the observer does not alter the stakeholder's typical behavior—a phenomenon known as the Hawthorne Effect. Ethical considerations, such as obtaining consent and respecting privacy, are also important. The insights gained from observation contribute to a deeper understanding of existing workflows and can inform the development of requirements, user stories, and process improvements. Observation is particularly useful when stakeholders have difficulty articulating their tasks or when the processes are complex and require visual confirmation.

Test mode:
Start practice test
PMI-PBA - Facilitation Techniques for Elicitation Example Questions

Test your knowledge of Amazon Simple Storage Service (S3)

Question 1

During observation in business analysis, what should be documented when watching a subject matter expert (SME) perform their daily tasks?

Correct Answer: Process steps, tools used, and exceptions encountered during regular workflows

The correct answer focuses on the essential elements that should be documented during SME observation: process steps, tools used, and exceptions encountered during regular workflows. These are the key components that provide valuable information for business analysis. This is the best answer because: 1. Process steps capture the sequential actions in the workflow 2. Tools used documents the systems and resources required 3. Exceptions highlight potential issues and variations in the process The other options are incorrect because: - Including all personal interactions throughout the day adds unnecessary detail that does not contribute to process understanding - Technical specifications and personal preferences go beyond the scope of observation and may not be relevant to the workflow analysis - System access levels and personality traits are not relevant to understanding the business process and workflow The focus should remain on documenting elements that help understand and improve the business process rather than personal or non-process related information.

Question 2

As a business analyst conducting observational analysis, what is the most appropriate timing for taking detailed notes during a job shadowing session?

Correct Answer: After each completed task sequence while still maintaining visibility of the process

Taking notes after each completed task sequence while maintaining visibility of the process is the most effective approach for job shadowing because: It allows the analyst to: - Maintain focus on the current task being observed - Capture details while they are still fresh in memory - Avoid interrupting the natural flow of work - Balance observation with documentation - Maintain engagement with the subject The other options are less effective because: Taking notes during every single action can be disruptive and may cause the analyst to miss important context or interactions. Waiting until the end of the entire observation period risks forgetting important details and nuances of the processes observed. Only documenting unusual procedures fails to capture the standard processes, which are equally important for business analysis and process improvement.

Question 3

What is a key benefit of using shadowing as an observation technique in business analysis?

Correct Answer: It reveals actual user behaviors and workflow patterns in their natural environment

Shadowing is a valuable business analysis technique because it allows observers to see genuine workplace behaviors and processes as they naturally occur in the actual work environment. This provides authentic insights into how users really perform their tasks, interact with systems, and handle workflows. The correct answer captures this key benefit by emphasizing the observation of actual behaviors in their natural setting. This unfiltered view reveals nuances, workarounds, and real practices that might not be captured through other methods. The other options are incorrect because: - Comprehensive documentation is typically achieved through requirements workshops and document analysis, not shadowing - Structured interviews are a separate technique and are not part of shadowing observations - Performance assessment is not the purpose of shadowing - it's meant for understanding processes and behaviors, not evaluating employee performance

Go Premium

PMI Professional in Business Analysis Preparation Package (2024)

  • 3015 Superior-grade PMI Professional in Business Analysis practice questions.
  • Accelerated Mastery: Deep dive into critical topics to fast-track your mastery.
  • Unlock Effortless PMI-PBA preparation: 5 full exams.
  • 100% Satisfaction Guaranteed: Full refund with no questions if unsatisfied.
  • Bonus: If you upgrade now you get upgraded access to all courses
  • Risk-Free Decision: Start with a 7-day free trial - get premium features at no cost!
More Observation questions
12 questions (total)
Start 12 question test