Which method helps identify repetitive tasks that require support by directly watching users?

Direct observation is an effective method for identifying repetitive tasks that require support because it allows researchers to see users in their natural environment as they interact with a product or system. By observing users directly, one can gain insights into the specific challenges they face, understand their workflows, and notice patterns in their behavior that may inform design improvements.

This method captures the nuances of user interactions that might be missed through other techniques. For instance, users may not accurately recall or articulate their difficulties during an interview or focus group, but when observed in action, their challenges and repetitive tasks become evident. This firsthand observation can highlight areas where users struggle or engage in inefficient processes, which can lead to targeted support in design and functionality.

In contrast, interviews rely on users' recollections and perspectives, which can be subjective and limited. Focus groups gather collective input, but may not reveal detailed individual behaviors or repetitive tasks. User diaries can provide insights into tasks users perform over time, but they depend on users consistently documenting their activities, which might not capture the full range of behaviors observed in real-time. Direct observation effectively fills these gaps by allowing designers to witness user behaviors as they occur.