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