═══════════════════════════════════════════════════════════════ DISCOVERY WAYPOINT — SERVICE SAFARI OBSERVATION Observation notes + insight themes | 3–4 hours | 2–8 people | Difficulty: High discoverywaypoint.com/techniques/service-safari-observation ═══════════════════════════════════════════════════════════════ BEFORE YOU START Location(s): ___________________________________________ Date: _______________ Lead: ___________________________ Observation focus: _____________________________________ Consent / ethics approach: _____________________________ ⚠ Observe without intervening unless needed. Never tell a customer what to do. You are a fly on the wall. If photography is involved, confirm consent protocol first. ─────────────────────────────────────────────────────────────── BRIEFING — complete before going into the field [0–20 min] ─────────────────────────────────────────────────────────────── What we are trying to understand: _____________________ _________________________________________________________ Key questions to answer through observation: 1. _______________________________________________________ 2. _______________________________________________________ 3. _______________________________________________________ Observer assignments: Observer: _______________ | Focus area: _______________ Observer: _______________ | Focus area: _______________ Observer: _______________ | Focus area: _______________ Capture format: Notes only / Photos (with consent) / Video (with consent) Debrief location and time: _____________________________ ─────────────────────────────────────────────────────────────── OBSERVATION CAPTURE SHEET — use in the field [20–180 min] ─────────────────────────────────────────────────────────────── One entry per observation. Capture immediately — memory fades fast. Time: ______ Observer: ________________ Location: ________ BEHAVIOR (what happened exactly): _______________________ _________________________________________________________ CONTEXT (who, what situation): __________________________ PAIN / FRICTION (if visible): ___________________________ WORKAROUND (if any): ___________________________________ OPPORTUNITY: ___________________________________________ ──────────────────────────────────────────────────────── Time: ______ Observer: ________________ Location: ________ BEHAVIOR: ______________________________________________ _________________________________________________________ CONTEXT: _______________________________________________ PAIN / FRICTION: ________________________________________ WORKAROUND: ____________________________________________ OPPORTUNITY: ___________________________________________ ──────────────────────────────────────────────────────── Time: ______ Observer: ________________ Location: ________ BEHAVIOR: ______________________________________________ _________________________________________________________ CONTEXT: _______________________________________________ PAIN / FRICTION: ________________________________________ WORKAROUND: ____________________________________________ OPPORTUNITY: ___________________________________________ ──────────────────────────────────────────────────────── Time: ______ Observer: ________________ Location: ________ BEHAVIOR: ______________________________________________ CONTEXT: _______________________________________________ PAIN / FRICTION: ________________________________________ WORKAROUND: ____________________________________________ OPPORTUNITY: ___________________________________________ ──────────────────────────────────────────────────────── Time: ______ Observer: ________________ Location: ________ BEHAVIOR: ______________________________________________ CONTEXT: _______________________________________________ PAIN / FRICTION: ________________________________________ WORKAROUND: ____________________________________________ OPPORTUNITY: ___________________________________________ (Add additional rows as needed — capture as much as possible) ─────────────────────────────────────────────────────────────── DEBRIEF + SYNTHESIS — complete immediately after observation [180–240 min] ─────────────────────────────────────────────────────────────── ⚠ Debrief within 30 minutes of returning. Memory decays fast. Each observer: share top 3 observations. Others listen first. INSIGHT THEMES (patterns across all observers): Format: "Users/staff [behavior] because [underlying cause]" Theme 1: ________________________________________________ Supporting observations: ________________________________ Theme 2: ________________________________________________ Supporting observations: ________________________________ Theme 3: ________________________________________________ Supporting observations: ________________________________ Theme 4: ________________________________________________ Supporting observations: ________________________________ Most surprising observation: ___________________________ _________________________________________________________ Opportunities to pursue: 1. _____________________ | Owner: _________ | Priority: ___ 2. _____________________ | Owner: _________ | Priority: ___ 3. _____________________ | Owner: _________ | Priority: ___ ─────────────────────────────────────────────────────────────── QUALITY CHECK ─────────────────────────────────────────────────────────────── ☐ Observations are behaviors — not interpretations ☐ Exact quotes and behaviors captured (not summaries) ☐ Debrief happened within 30 minutes of returning ☐ Themes are cross-observer patterns, not individual impressions ☐ Opportunities have named owners Full facilitation guide: discoverywaypoint.com/techniques/service-safari-observation Discovery Waypoint — discoverywaypoint.com