Observe / See what is actually happening
Before you change
the experience,
you have to see it.
A process describes what should happen. People experience what actually happens. Observe brings that reality into view.
Take a closer look ↓Start with reality
Show us what is happening.
We look at the hiring journey, listen to the people moving through it, and review the records around it. The aim is to understand the experience being created, without deciding in advance that something is wrong.
The process and the experience
There is more between the steps.
The process describes
- Application
- Interview
- Decision
The experience includes
Bring the experience into view
- The confirmation someone receives
- The time they spend waiting
- The preparation before a conversation
- The update that explains what comes next
- The way the journey ends
Illustrative moments. Each organization’s actual experience must be understood from evidence.
A fuller view
People. Records. Context.
No single account tells the whole story. We bring different views of the same experience together.
Listen to people
Candidates, recruiters, Hiring Managers, and other participants see different parts of the journey. Their accounts help make those experiences visible.
Look at what occurred
Communication, timing, workflow activity, and available operational records help establish what happened.
Understand the context
Process documentation, responsibilities, and the way technology is used help place individual moments in their wider setting.
We collect what is necessary, protect what is entrusted to us, and respect the people behind the information.
The discipline of observing
Document what happened.
Leave room for what is still unknown.
What is an Observation?
A documented fact collected during Observe. It records what happened without treating an assumption as an explanation.
What becomes clearer?
The journey people experienced. The communication they received. The handoffs around them. What the available evidence establishes—and what remains unclear.
If communication is consistent, we document it.
If a handoff works well, we make that visible too.
Evidence does not
owe us a problem.
Observe begins with curiosity.
Its purpose is to see clearly.