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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5 Steps for Effective Diary Studies in Customer Journey Research

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Diary Studies: Understanding Long-Term User Behavior and Experiences

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Kim Flaherty is an experience design and journey-management consultant working independently through her consultancy, Resonant XD.

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