The observation put the researcher in an uncertain situation, even though there is a theoretical
understanding of the bike claim process. This uncertainty and dependency makes it difficult to
structure the work shadowing observation. By observing three different case workers, three
different work routines and habits can be identified and the researcher is dependent on the
observed person. A possible negative side effect is that the case workers give false impressions
of how work is done, because they got influenced by a person observing them (Bryman, 1988).
However, the anonymity of the workers in combination with the established relationship limited
this possible impact.