#49 - The Magic of Diary Studies with Tony Turner of Progressive
Awkward Silences
English - September 16, 2020 15:36 - 28 minutes - 52.7 MB - ★★★★★ - 73 ratingsTechnology research product ux design product management research ops uxr ethnography customer interviews Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Looking to add a new research method to your stack? Diary studies are a great way to get to know what your users are thinking in context, plus they can be run remotely! We chatted with Tony Turner, Lead UX Researcher at Progressive Insurance, about how his team uses diary studies to build out better customer experiences.
He offered some tips on scaling up diary studies, which tools he uses to get the job done, and how he uses the data he gathers from diary studies to build out customer journey maps.
Highlights
[4:03] Diary studies are all about context.
[9:08] Tony talks about how he combines self reported data from diary studies with in-app analytics.
[10:27] Using a mixture of open ended questions and closed ones is incredibly important to getting the most useful feedback.
[12:32] Recruiting early is key in a dairy study because it gives you time to find the best participants for your work.
[14:54] It's ok if every participant doesn't answer every prompt, as long as you're getting the moments that matter.
[19:37] If diary studies seem intimidating, start small with just a few participants. You can hone your skills and get lots of great insights.
[21:44] After each diary study, Tony and his team make individual journey maps for each participant that help them understand how different people experience the process.
[28:05] User research is all about helping people share their stories and experiences.
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