An environmental psychologist wants to investigate the usability of new contactless ticketing kiosks at a major urban railway station. They decide to use a naturalistic observation method. The researcher stands unobtrusively near the concourse during the morning rush hour (07:30 to 09:30) and records how many times passengers experience 'interaction friction' (such as hesitating for more than 5 seconds, tapping the screen repeatedly, or gesturing to station staff for help).