Module 2 - Reframe challenges behaviour first: Behavioural problem framing
Behavioural Problem Framing: Tool

Step 4: Observations

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This activity is about observing and understanding behaviours. Dive into how different individuals, be it users, stakeholders, or team members, have acted or responded in relation to the challenge or in similar contexts.

30 minutes

Behaviour lens

Phase: Behaviour Sensing

Why?

Behaviours give us clues. By observing how people have acted, we can better understand how they may act in this context. A lot of behaviours follow similar patterns. We can use this to our advantage and look at what we already have to explore something new.

WHAT

Focus on three main areas:

  • Behavioural Patterns:
    What behaviours keep showing up? Are users or stakeholders reacting in a predictable manner?
    Think of a time when a user's action surprised you. Now, has that action repeated in different scenarios?

  • Data-Driven Insights:
    Dive into the numbers. Numbers often confirm what we observe. What story do they tell about our users' behaviours?
    What do our analytics, research, and past studies reveal about these behaviours?

  • Impact:
    How have these behaviours shaped our outcomes? Did a specific action lead to a spike in engagement or perhaps a drop in sales?
    Consider both the immediate and long-term effects of these behaviours. Sometimes, a short-term spike might lead to long-term decline.

HOW

Step 1: Memory Lane

Begin with a group discussion on observed behaviours from past experiences. Recall similar projects and jot down notable user decisions, actions, reactions, and behaviours. Encourage participants to share anecdotes, stories, and personal observations.

Step 2: Research Recap

Dive into the data. What do our analytics, research findings, and past studies reveal about user behaviours? Review any available research to provide empirical insights into these behaviours.

Step 3: Synthesise Insights

As a group, identify common themes, behavioural patterns, and key learnings.

Facilitator Pro Tips

Main Activity

  1. Top Tip: Encourage curiosity to uncover rich, detailed accounts of past user behaviours.

  2. Detailed Recall: Prompt team members to think of specific instances and actions, not just general habits.

  3. Pattern Identification: Guide the team to identify and discuss patterns that emerge from their shared observations.

Identifying Common Themes

  1. Top Tip: Use thematic analysis to distil diverse observations into actionable insights.

  2. Theme Consolidation: Help the team group similar behaviours to uncover overarching themes.

  3. Prioritisation: Lead the team in assessing which themes are most critical to address in relation to the challenge you have focused on so far.

OUTCOME

By the end of this activity, you should have a collection of stories, observations and insights that capture what existing behaviours. We will then use these in the next activities.