One of the most valuable skills in UX design isn’t something you’ll find in Figma, in a workshop, or even in most design courses - it’s the simple, intentional act of observation.

Recently, while at the airport, I stood behind a line of passengers trying to use the self-check-in kiosks. This concept is still fairly new for many Indian travelers, and it showed. Some people scanned the wrong side of their ticket. Others couldn’t find the “print boarding pass” option. A few tapped the same button repeatedly, unsure if the machine had responded. And then there were those who abandoned the kiosk halfway, walking over to the airline counter for help.

I’ve been practicing it for years, sometimes without even realizing it. In the early days of my career, I had a two-hour daily metro commute. Most people around me passed the time scrolling through social media, reading books, or listening to music. Me? I preferred to simply watch and observe what's happening around me.

I’d notice how people held their phones - some with two hands for stability, others balancing it on a bag strap. How they typed, thumbs flying across the screen, or slowly hunting for letters. How they switched between apps confidently in some cases, nervously in others. Even how they reacted to a slow-loading page or a mis-tap.

Over time, I realized this wasn’t just curiosity - it was one of the most powerful UX skills you can have. And design research backs it up.

📖 “Observing the User Experience” - Mike Kuniavsky
Must read, It talks about real-world behavior often differs from lab behavior. In a lab, users may follow steps patiently. In reality, they’ll skip instructions entirely if they’re distracted or in a hurry.

It became my favorite form of learning.
And the more I observed, the more I realized that real UX education doesn’t just happen in usability labs, it happens in everyday life.

You can do this anywhere:

• In a mall - I often watch how shoppers compare products, ask for help, or follow in-store signage.

• At a passport office, while waiting for my number - I remember observing how people interpret instructions, navigate queues, or ask for clarification.
  
  

• In a grocery store, I often observe how someone negotiates, checks for freshness, or chooses between similar items.

These small moments reveal truths you’ll never fully grasp from reports or academic theory. They show you real human behavior in its natural setting - complete with hesitations, shortcuts, frustrations, and workarounds. And once you start noticing, you can’t unsee it.

Observation doesn’t just make you a better designer - it makes you more empathetic. You stop thinking about “flows” and “UI elements” and start feeling what it’s like to be the person on the other side of the screen.

So here’s my challenge:
Next time you’re out in public, put your phone away. Look around. Notice the details - the gestures, the decisions, the little frustrations people don’t put into words. That’s where the real UX gold is hiding.