RESEARCH METHOD • SYNTHESIS / ANALYSIS TECHNIQUE • RESEARCH DELIVERABLE
22 Critical Incident Technique
Understanding how users experience your product at critical moments can help you optimize your designs for future users.1
Have you ever tried to course-correct a situation to find that the problem was actually made worse by the step that you hoped would fix it? Or what about a time when you made one simple decision, and the outcome delighted you so much that you had to share your positive experience with others?
Both of these situations are “critical incidents,” because both are examples of an event taking place, but a gap exists between the ...
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