Glossaries
Critical Incident Technique
What is the Critical Incident Technique in User Research?
The Critical Incident Technique is a qualitative research method used in user research to collect and analyze significant events or experiences that have a substantial impact on the user's interaction with a product or service.
Synonyms: CIT, Critical Event Analysis, Significant Incident Method, Key Event Technique
How the Critical Incident Technique Works in User Research
The Critical Incident Technique involves asking participants to recall and describe specific instances where they encountered particularly positive or negative experiences while using a product or service. These "critical incidents" are then analyzed to identify patterns, pain points, and areas for improvement in the user experience.
Benefits of Using the Critical Incident Technique
- Provides rich, detailed insights into user experiences
- Helps identify specific areas for improvement in products or services
- Uncovers both positive and negative aspects of user interactions
- Allows researchers to focus on the most impactful elements of the user experience
Examples of Critical Incidents in User Research
- A user describing a frustrating experience with a website's checkout process
- An employee recounting a time when a software tool significantly improved their workflow
- A customer sharing a memorable interaction with a company's customer service team
Frequently Asked Questions
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What types of research questions can the Critical Incident Technique answer?: The Critical Incident Technique is particularly useful for identifying factors that contribute to user satisfaction or dissatisfaction, uncovering usability issues, and understanding the context of user interactions.
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How many incidents should be collected in a Critical Incident Technique study?: The number of incidents can vary, but typically researchers aim to collect between 50 to 100 critical incidents to identify meaningful patterns.
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Can the Critical Incident Technique be used in remote user research?: Yes, the Critical Incident Technique can be adapted for remote research through video interviews, online surveys, or diary studies where participants record incidents over time.
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How is data from the Critical Incident Technique analyzed?: Researchers typically use content analysis to categorize and code the collected incidents, identifying themes and patterns that emerge from the data.