We will use different methods and tools to understand how users are actually doing their tasks and how we can improve their different processes. Our objective, as user experience designers, is to offer a solution for an existing problem. The first thing we have to do is to learn as much as possible about the experience of our users when doing their tasks, in order to know which points are especially tedious and which are simple and productive.

In this chapter, we will cover everything from planning to the implementation of this process using different techniques that can be applied according to the needs of the project and the information that we want to obtain.