For the user study, we use two rooms – one for the interaction and another for the team to watch a live stream of the event. We record the screen and audio for synthesis later.
The interviewer introduces the prototype and encourages the user to think out loud during the process. After asking the user to complete a series of tasks, the interviewer carefully observes the points of friction. The user study ends with a quick debrief and an opportunity to express any final thoughts about the prototype.
In the observation room, we divide a whiteboard or wall into sections representing the stages we are interested in. We assign a different coloured post-it note to each user. As the user moves through the prototype, people write down their observations and place them under the correct stage.