Reality leaves traces. We go where they appear.
Documents describe the design. People interpret it. The field reveals how it works.
Follow a journey across boundaries
Observation, interviews, journey tracing, decision tracing, document review and digital evidence are different windows into the same institution. Follow one service from its promise to what the person receives, including handoffs and exceptions. Agree access, consent, anonymity and scope before recording.
Record conditions before explaining causes
Attach time, location at the appropriate level, role, source and observation conditions. Separate what was seen from what an observer infers. Check a second source where feasible and retain conflicting accounts. Fieldwork produces bounded knowledge, not instant certainty about an entire institution.
Return the finding to its owner
Review the friction with the people who run the path. Ask which rule, information, role or interface could change it. Set a baseline and a re-observation condition before activation. The institution should be able to inspect the reasoning and continue the observation after the engagement.