5 Steps for Effective Diary Studies in Customer Journey Research

Summary: Diary studies are a longitudinal research method used to understand user interactions at different touchpoints, which is especially useful for omnichannel user research. Participants record their reactions as experiences unfold throughout the customer journey.

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Diary Studies: Understanding Long-Term User Behavior and Experiences

User logs (diaries) of daily activities as they occur give contextual insights about real-time user behaviors and needs, helping define UX feature requirements.

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Kim Salazar is a Senior User Experience Specialist with Nielsen Norman Group. Salazar combines her background as a developer and education in Computer Science with her user experience expertise, particularly around complex applications, to bring well-rounded insights to her work.

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