You will need: Real users of the said service, camera or other recording system, prototype
steps
-
Set up cameras or other way to record users interaction with the system
-
Let users inteact with your design/prototype. Do not guide or explain, but do observe and take notes. If the user seems frustrated, confused or unhappy, ask them to explain freely why.
-
Analyse the observations and evaluate with your team. Summarise key notes and share