Using the Observation Technique to Identify Problems and Opportunities
“To acquire knowledge, one must study. To acquire wisdom, one must observe.”
-Marilyn vos Savant
One of the most powerful techniques to employ for problem identification is Observation. This method is used to elicit information by viewing and understanding someone or a group of people in their environment. This enables you to watch how people accomplish their work, the steps they follow as they move through processes, and the manual entries they make. You’re also able to observe and compare the process they’re following versus the ‘standard or best practice process’ or how others in their role are accomplishing the same tasks. These observations provide you with insight into pain points, roadblocks they are running into, workarounds they use, and clues as to where you can suggest adjustments that would generate value.
How to Plan and Conduct Successful Observation Sessions
In the past, we’ve discussed the value that the Observation technique brings to projects, the pros and cons of leveraging it as an elicitation method while you’re identifying the root cause of a problem, and trying to understand how to properly address the problem with an effective solution.
The Observation technique allows a Business Analyst to gather information by observing employees complete a task or process. This offers insights into the steps that are taken, the tools that are used, and the value or reasoning behind why the tasks or processes are performed. It also helps identify inefficiencies, gaps, or other productivity challenges and potential barriers to increasing ROI.
Using Observation to Get to the Root Cause of a Problem
When a company employs a Business Analyst, it’s done with the intention to have that individual investigate or examine problems that are occurring within its organization or to reach a goal. The company may have identified that there is a high amount of waste within its production line, processes are not being executed efficiently, or they simply want to increase their profit margin with their existing products or services. Whatever it may be, it’s up to the BA to sort through and figure it out.
As Business Analysts, we have a number of tools and techniques to help us with this endeavor. One of the most effective is the Observation technique. Having the ability to observe individuals and processes in action is extremely valuable. Observing people and processes working naturally will help you understand the nature and efficacy of their function better, and it will help you get to the root cause of the problem you’re trying to solve.
How Being a World Traveler Teaches the Observation Technique
There’s nothing quite like traveling to another part of the world and immersing yourself in a culture that is so unique, so very different from our own, that it leaves you in awe. Stepping into an environment so drastically different than the one you’re used to can awaken you to so many wonderful new experiences – culinary adventures, jaw-dropping sights, captivating aromas, exciting events, and great people! But you may also find yourself surrounded by unfamiliar languages, customs and traditions, and practices. (yes, this is relatable to our profession – stick with me here!)
I’ve heard from other Business Analysts, and know this from personal experience, that we often find ourselves employing our professional skills in our personal lives – even during our vacations! One technique that I find I use – particularly when immersed in another culture – is the observation technique.