Deep dive questions
Imagine a situation where analytics logs indicate that a significant number of users drop off at a certain point in the user journey. User videos of participants completing the journey may provide some indications as to the issue, but a user video provides no opportunity to ask questions about a specific point in the user journey.
A survey-based approach, similar to a moderated study, can gather feedback from the participant at that particular point by asking a number of probing questions to understand the participant’s sentiment and gain additional feedback. The questions might center around the ease-of-use, the level of confidence in the successful completion of the task, how obvious the next step is, whether the participant ...
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