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.

Resources Mentioned in the Episode

Expiwell - Diary study tool
Adobe XD - Customer journey mapping tool

About our Guest

Tony Turner is a Senior Product Designer at Paramount (formerly Meta). At the time of our interview he was Lead UX Researcher at Progressive Insurance where he led all kinds of user research, like usability testing, contextual inquiries, card sorts, tree studies, first click studies, surveys and interviews. He's interested in HCI and studied Cognitive Science during undergrad.

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