Capturing the User Experience : Experiences with diaries and interviews

Abstract

This thesis is based on a study of Telenor ́s framework for evaluating User Experience (UX). The emphasis in the thesis has been on the conduction of a diary study and interviews of the same participants. The aim is to evaluate advantages and disadvantages when using these methods. The immediate versus retrospective feedback on the reporting of participants ́ feelings has been researched. The focus has throughout the thesis been on the results from the diary study as opposed to the interview. Out of the total number of participants in the Customer Journey Mapping (CJM) conducted, 23 users both delivered a diary study and participated in the following debrief interview. The feedback given in diaries and interviews is analyzed by coding and categorization. The findings show more detailed and extensive feedback in the interviews, but also contradicting experiences compared to the diaries. The focus in the feedback from the two methods differs by showing more negative feedback and focus on customer services in the diaries, and more positive feedback and focus on product experiences in the interviews. These are useful findings for further research on effects of the selected method on the reported feelings. The results imply that a diary study alone is not enough to provide the total recap of events and gather all the relevant UX. This thesis serves to help build the basis for further research on measuring UX over time. The results provides experiences with how UX of the same service is reported differently by two different methods. With this knowledge about how emotions are reported, the research can lead to increasing efficiency in UX measuring.