029 | Critical Incident Technique |
Understanding how users experience your product at critical moments to optimize future designs
- Ask individuals to describe a situation with your product or service.
- Collect positive and negative experiences through directed storytelling, interviews, or diary studies to identify:
- – The incident cause: What were the events leading up to the critical incident?
- – User actions: What were the behaviors that took place during the incident?
- – User sentiment: How did the user feel during the incident and afterward?
- – Incident outcome: Did the user change how he or she behaved after the incident?
- – Ideal outcome: What are possible future outcomes?
- Representative scenarios cover possible explanations and recommendations.
- Prioritize and triangulate with other research to gain a better understanding of situations that have a profound impact on user behavior.
See alsoDiary Studies • Directed Storytelling • Interviews
The Critical Incident Technique focuses on how people solve problems, with the goal of optimizing and re-creating successful results and eliminating the negative, counterproductive ones.
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