Aglet

Investigate a Workflow Through Contextual Observation

Contextual investigation should reveal the conditions around a task, not turn a single visit into a universal workflow. Observe the sequence, tools, interruptions, and social handoffs, then compare them with the participant's explanation. Keep multiple causes open until the context supports one.

Build a useful investigation brief

  1. Observe without directing

    Agree the task and boundaries before the session, then let the participant work in the normal setting. Record actions, pauses, tool switches, and requests for help. Avoid rearranging the environment or supplying a more efficient path during the observation.

  2. Compare statement and action

    Place the participant's described process beside the observed sequence. Identify where policy, time pressure, memory, or system behavior changes the path. Use a second context or participant to see whether the workaround is personal or structural.

  3. Test the friction explanation

    Consider whether the observed effort comes from information gaps, coordination, access, policy, or tool failure. Look for a successful path with the same constraints. State what further observation or artifact review would distinguish the explanations.

What to carry forward

The investigation brief should preserve the setting, task sequence, interruptions, comparison with stated practice, and competing explanations. End with a bounded current-state finding or a follow-up observation. Do not treat one workplace or unusual day as the whole user journey.

Technical background: GOV.UK user research guidance.

Keep the decision with the work.

Use a Work Item in Aglet to record the problem, the evidence you have, and the next decision. Add an owner and priority, then keep updates in the discussion so the next person can follow the reasoning.

Create an account See the product workflow