Has anyone ever done job shadowing for enterprise design? I want to visit all of our wildly different hotel brands to see exactly what challenges our employees face with our old antiquated systems to help inform what we should be looking to build and solve for. I want to experience everything from a guest's perspective, so will be incognito for a few visits but I really need to find out what's on our agents' minds, so I want to also do job shadowing plus Q&A. Any ideas, tips, tricks or advice.

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I have actually done this for a living for 10+ years. It's a form of ethnographic research that is very common in the UX (user experience) field. Try googling "organizational psychology" and "contextual inquiry." I can also answer specific questions.

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Nice! What resources do you go back to yourself? Books? Thank you

Observation in the field like this is a really good idea, look up UIE and Jared Spool, good articles and advocate of doing this kind of UX research

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UIE and Jared Spool are a good resources to check out!

Interesting idea. No experience with this but if I were doing it, perhaps I’d look for VP’s who might be sympathetic to your cause. Good luck!

I hear you! Makes sense to scope it out before assembling a team. Feel free to chat me up if you ever want to bounce ideas off someone or talk process.

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