Stepping into Someone Else’s Shoes: How to Observe and Interview

The Art of Observation

Empathy starts with learning to see the world through someone else’s eyes. In UX, that means watching how people do everyday tasks. By quietly observing, you can spot little problems or frustrations they might not even mention.

Here are a few practice examples to help you sharpen your observation skills:

1. School Hallways: Observe how classmates navigate the crowded hallways between classes. Do they constantly bump into each other? Do some students struggle with heavy backpacks or get lost because they can’t find their classroom quickly?

2. Cafeteria Lines: Take a few minutes to watch how people queue up to buy lunch. Are they confused about where to stand? Do they have to juggle a tray, money, and a phone? Could the line flow be improved?

3. Locker Chaos: Notice how friends handle their lockers. Is there a traffic jam near certain lockers? Do students lose time trying to open their combination locks or forget where they put certain items?

Pay attention not just to what people do, but also how they feel while doing it. Are they annoyed, anxious, or calm? These emotional clues can lead you to ideas for making their experience smoother or more enjoyable.

Interview Basics: Asking the Right Questions

While observation gives you a big-picture view, interviewing goes deeper—letting you hear someone’s thoughts and feelings in their own words. The trick is to ask open-ended questions and then really listen to the answers. Avoid questions that only let them say “yes” or “no.”

Below are more questions you might use when talking to classmates, teachers, or even family:

• “What’s the most frustrating part about sharing notes or homework with others?”

• “How do you keep track of tasks or deadlines? Have you ever missed something important?”

• “Could you describe a time when you felt totally lost or confused doing schoolwork?”

• “What’s your favorite way to learn new things? Do you prefer videos, texts, group discussions?”

• “If you could change one thing about how homework is assigned, what would it be?”

• “Do you have any concerns about asking for help in class or online? What are they?”

Try to follow up with “Why?” or “Can you tell me more about that?” whenever possible. This encourages the person to open up and give you more details. Remember: the goal isn’t to jump in with solutions, but to understand their perspective as deeply as you can.

Applying What You Learn

After you’ve done your observations and interviews, review your notes. Look for recurring patterns or frustrations—like students missing deadlines, feeling embarrassed to ask questions, or constantly losing important papers. These clues will guide you in the ideation phase, where you’ll brainstorm solutions based on actual insights.