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 perfor…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.
Observation as a Facilitation and Elicitation Technique
What is Observation?
Observation is a direct elicitation technique where business analysts gather information by watching how people perform their work in their actual environment. This technique involves systematically viewing processes, behaviors, and interactions to collect firsthand data about operational activities, workflows, and user experiences.
Why Observation is Important
Observation is a crucial technique in business analysis for several reasons:
1. Reveals hidden requirements - People often perform tasks automatically and may omit steps when explaining their process verbally.
2. Identifies inefficiencies - Watching actual work processes can reveal bottlenecks, workarounds, and redundancies that might not be apparent in documentation.
3. Validates information - Observation helps verify what stakeholders have reported in interviews or workshops.
4. Captures context - It provides insights into environmental factors that affect work, such as interruptions, physical constraints, or collaboration patterns.
5. Reduces stakeholder bias - Observation minimizes filtered perspectives that can occur when people self-report their activities.
How Observation Works
Types of Observation:
• Passive observation: The analyst simply watches the subject working, taking notes but not interacting.
• Active observation: The analyst asks questions during the observation to clarify what they are seeing.
• Participant observation: The analyst actually performs the work alongside employees to gain deeper understanding.
2. Execution: Observe participants performing their regular duties, documenting workflows, pain points, and environmental factors.
3. Documentation: Record detailed notes, possibly using templates, photos, videos, or process maps.
4. Analysis: Review findings to identify patterns, exceptions, and requirements.
5. Validation: Confirm observations with participants to ensure accuracy.
Advantages of Observation
• Reveals actual rather than reported behavior • Uncovers undocumented workarounds • Identifies environmental influences on work • Discovers inefficiencies and improvement opportunities • Provides objective data unfiltered by stakeholder perspectives
Limitations of Observation
• Time-consuming to conduct • May cause the Hawthorne effect (people change behavior when observed) • Only captures present state, not potential future states • Some processes occur infrequently or are difficult to observe • May require special permissions or considerations for sensitive environments
Exam Tips: Answering Questions on Observation
1. Know the key differences between passive, active, and participant observation.
2. Understand when observation is most appropriate: • Complex workflows that are difficult to explain • Situations where stakeholders struggle to articulate their needs • Validating information gathered through other techniques • When there's suspicion that reported processes differ from actual ones
3. Recognize observation limitations in exam scenarios: • The Hawthorne effect (behavior changes under observation) • Time constraints making extended observation impractical • Situations where processes happen rarely or sporadically • Ethical considerations around privacy and confidentiality
4. Be familiar with observation best practices: • Minimize observer interference • Document observations promptly and thoroughly • Observe multiple instances of the same process when possible • Follow up with clarifying questions after observation • Combine with other elicitation techniques for complete understanding
5. Know how to address observation challenges: • Getting permission and access to observe • Managing the Hawthorne effect • Scheduling around infrequent activities • Handling confidential or sensitive information
6. Remember the relationship between observation and other techniques: • Interviews often precede observation to gain context • Documentation analysis helps verify observed processes against formal procedures • Prototyping may follow observation to address identified issues
7. Focus on observation deliverables: • Process maps or workflow diagrams • Task analysis documentation • Time and motion studies • Contextual inquiry results • Usability findings
When answering PMI-PBA exam questions about observation, always consider both its strengths and limitations in the specific context provided. Pay attention to clues in the question about the nature of the requirements being sought and the stakeholder environment to determine if observation would be the most appropriate technique in that scenario.