The focus of a diary study can range from very broad to extremely targeted, depending on the topic being studied. Customer journeys - What is the typical customer journey and cross-channel user experience as customers interact with your organization using different devices and channels such as, email, phone, websites, mobile applications, kiosks, social media, and online chat? What is the cumulative effect of multiple service touchpoints?.Changes in behaviors and perceptions - How learnable is a system? How loyal are customers over time? How do they perceive a brand after engaging with the corresponding organization?.Attitudes and motivations - What motivates people to perform specific tasks? How are users feeling and thinking?.Usage scenarios - In what capacity do users engage with a product? What are their primary tasks? What are their workflows for completing longer-term tasks? (These scenarios can be used for user testing later in the process.).Habits - What time of day do users engage with a product? If and how they choose to share content with others?.Diary studies are useful for understanding long-term behaviors such as: If you’re looking for a contextual understanding of user behaviors and experiences over time, it can be very difficult to appropriately create scenarios in a lab setting to gather these kind of insights. They are the “poor man’s field study”: they are unlikely to provide observations that are as rich or detailed as a true field study, but they can serve as a decent approximation. The context and time period in which data is collected for a diary study make them unlike other common user-research methods, such as surveys (which are designed to collect self-reported information about a user’s habits and experiences outside of the context of the scenarios being studied), or usability tests (which yield observational information about a specific moment or planned set of confined interactions in a lab setting). To help participants remember to fill in their diary, sometimes they are periodically prompted (for example, through a notification received daily or at select times during the day). During the defined reporting period, study participants are asked to keep a diary and log specific information about activities being studied. In a diary study, data is self-reported by participants longitudinally - that is, over an extended period of time that can range from a few days to even a month or longer.
A diary study is a research method used to collect qualitative data about user behaviors, activities, and experiences over time.
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