Protocol Analysis

What is Protocol Analysis?

• Definition: A method of observing and analyzing how people perform tasks to understand what they do, why they do it, and how they do it.
• Goal: To uncover inefficiencies, decision-making processes, and opportunities for improvement.

Key Dimensions

What:

Observing the steps people take in a process.

Example: Documenting how workers complete tasks in a factory.

Why:

Understanding reasons behind actions and decisions.

Example: Why employees follow a specific order of tasks.

How:

Analyzing methods and problem-solving techniques.

Example: Identifying ways workers solve issues during production.

Example Scenario

Problem:

• A manufacturing company faces delays and inefficiencies despite modern machinery.

Actions:

1. Observed workflows, task allocations, and communication.
2. Identified issues like uneven workloads, lack of communication, and skill gaps.

Solutions Implemented:

1. Restructured processes for better workflow.
2. Allocated tasks more efficiently.
3. Provided training for skill gaps.
4. Introduced clear communication protocols and escalation processes.

Uses of Protocol Analysis

• Business process optimization.
• Workflow design.
• Improving user experiences.
• Enhancing team coordination.

Key Takeaways

• Protocol analysis helps organizations understand inefficiencies by studying processes deeply.
• It addresses communication issues, task mismanagement, and skill gaps.
• Results in streamlined workflows, better teamwork, and improved productivity.