Diary studies
Real-time customer behaviour
Diary studies are a collection of thoughts, actions and feelings from your target market, recorded as they occur.
They're a great way to truly understand natural user behaviour, which when analysed, provides some of the best results in terms of customer experience strategy.
Deliverables from diary studies
We conduct diary study research for many of our clients as this type of research provides such incredible insights. Our consultants are experts in analysing the results to provide an insightful and precise understanding of your customers' underlying needs. Diary studies deliver:
- Rich, real time data from real people while they're carrying on with their normal lives
- Research in context that doesn't rely on recalling decision making, actions, feelings or thoughts
Success stories
Our work consistently helps our clients meet and exceed their targets. Some of our success stories include:
- 36% increase in made-to-order online revenues for Laura Ashley
- 50% reduction in mobile homepage drop-offs for Macmillan Cancer Support
- 44% conversion improvement and a 168% uplift in leads for Propertywide
- 80% increase in hotel 'look-to-book' conversions for Thomson
Our methodology
Diary studies are conducted for a specific area or task type to truly understand your customers' actual behaviour as it occurs. We keep participants engaged with their diary so the content is as detailed and constant as possible. The main steps we take when conducting diary studies are:
- We recruit participants appropriate for your target markets and get them started with the diary studies - either in paper or electronic format. We manage participants as they keep their diary, all the way through to completion.
- Participants return their diary to us and we perform an expert analysis on the content, thoroughly analysing the wealth of findings. We seek out common themes and mind map all the data.
- Diary studies are always followed up by in-depth interviews, which we conduct to gain further clarity and analysis on the results.
- We also often run online surveys after diary studies to validate the findings quantitatively over a larger sample size.
The big picture
Diary studies deliver a wealth of findings. We analyse and segment the findings and pull them into our strategy and user experience design work. The findings are also matched up with any additional target market research to develop personas and segmental targeting strategies.
Contact us
Get in touch with us on 020 7423 6320 or e-mail hello at webcredible.co.uk to discuss your diary study needs and requirements.
Hotels.com
Macmillan
Hitachi Capital
