Facilitator pack

Service Safari Observation

A field observation method where teams experience or observe the service in context, capturing friction, workarounds, and emotional moments.

Back to method

Timebox: 3-4 hours
Output: Observation notes
Participants: Facilitator, Observers, Service domain representative
Format: In person

Facilitator pack = one session-ready artifact you can run now. Workspace = a saved planning thread when the work needs follow-through, shared context, or outputs to circulate.

0-20 min - Briefing: Set ethics, safety, and focus.
20-180 min - Field observation: Capture notes/photos where allowed.
180-220 min - Debrief: Share observations and themes.
220-240 min - Opportunity framing: Prioritize follow-up actions.

Checklist for tomorrow

Track readiness before the session starts and before you hand off outcomes.

Prep

Confirm objective and decision scope for this run.
Confirm facilitator and note-taker ownership.
Send invite with objective, outcomes, and timebox.

Materials

Prepare templates, prompts, and room setup.
Check links, boards, and capture tools are ready.
Pre-label output artifacts for handoff.

Logistics

Confirm participants, roles, and speaking order.
Assign output owner before the meeting ends.
Schedule a 24-hour synthesis and follow-up note.

Adjust pack setup

Only change this when the audience, depth, or delivery mode changes the session plan.

VariantAudienceDelivery

Need to carry this further?

Move into Workspace when this session needs follow-through, saved context, or outputs you need to share.

Carry this into Workspace