# DIREKT Field Observation Guide

## Purpose

Observe real provider-discovery, direction-sharing, device and premises behaviours that interviews may not accurately capture.

## Observation types

1. customer searches for a fictional or recently used provider;
2. customer shares a work-location direction without retaining coordinates;
3. provider explains their service area and call-out decision;
4. provider demonstrates how enquiries arrive and are managed;
5. provider demonstrates a synthetic document/photo upload task;
6. researcher accompanies an approved mock verification route using fictional or consenting premises;
7. participant interprets synthetic trust cards and map/list results.

## Safeguards

- obtain specific consent for observation;
- do not record exact private coordinates in GitHub;
- do not observe private messages unrelated to the task;
- do not photograph notifications, contacts, financial balances or identity documents;
- allow the participant to use a synthetic scenario;
- stop when safety, privacy or dignity is at risk;
- do not conduct covert observation.

## Observation record

### Context

- coded participant ID;
- broad area only;
- participant segment;
- device class and known Android version, if volunteered;
- connection state: Wi-Fi, mobile data, intermittent or offline;
- task;
- observer;
- date.

### Behaviour sequence

Record steps without interpretation first:

| Step | Participant action | App/channel/tool | Delay or failure | Assistance requested |
|---|---|---|---|---|
| 1 |  |  |  |  |

### Location indicators

Observe which location representations are used:

- province/district;
- township/compound/neighbourhood;
- road/street;
- house or plot number;
- landmark;
- shop, church, school or bus stop;
- spoken turn-by-turn directions;
- map pin;
- Plus Code or other code;
- live-location sharing;
- phone call guidance;
- public transport route.

Record:

- which method was used first;
- whether it was understood;
- whether a correction call was needed;
- whether the pin represented an entrance, building centre or approximate area;
- privacy concern;
- mismatch between public description and actual operating location.

### Device and connectivity indicators

Observe only task-relevant constraints:

- app switching and memory loss;
- slow image loading;
- upload interruption;
- battery or charging concern;
- low storage;
- camera focus/lighting issues;
- permission confusion;
- keyboard/language difficulty;
- screen size;
- font scaling;
- shared device or multiple-SIM behaviour;
- data-saving behaviour;
- use of voice notes instead of typing.

### Trust comprehension indicators

For synthetic cards record whether the participant can identify:

- what was checked;
- what was not checked;
- check date;
- expiry or pending status;
- whether the provider has fixed premises or travels;
- difference between sponsored visibility and verification;
- limits of reviews;
- absence of a guarantee.

### Provider evidence task

Use synthetic evidence unless a private walkthrough is approved. Observe:

- ability to choose document type;
- understanding of required sides/pages;
- camera framing;
- file selection;
- concern about privacy;
- upload time;
- response to interruption;
- understanding of pending/action-required/rejected states;
- ability to correct a submission.

## Interpretation

After recording observable behaviour, add:

- friction point;
- likely cause;
- severity;
- affected assumption;
- design implication;
- need for follow-up;
- whether evidence is transferable beyond the observed context.

Do not present one observation as representative of Zambia.

## Route simulation for field verification

Where approved, record:

- travel mode;
- travel time band;
- broad distance band;
- time locating premises;
- number of calls needed;
- visit duration;
- agent safety issue;
- connectivity during visit;
- evidence upload feasibility;
- next-visit travel opportunity;
- estimated cost band.

Do not publish the route or exact premises.

## Completion checklist

- [ ] consent obtained;
- [ ] no identifying data committed;
- [ ] actions separated from interpretation;
- [ ] research-log evidence ID assigned;
- [ ] related assumptions updated;
- [ ] contradictions retained;
- [ ] urgent safety/privacy issue escalated;
- [ ] source material stored or deleted according to protocol.