IMPROVING USER EXPERIENCE WITH DIARY STUDIES

Summary from the TLDR Design newsletter

A team at an investment bank redesigned an 18-year-old enterprise loan management tool used daily by over 2,000 people across Europe. The process involved analyzing quantitative server data to prioritize pages and conducting user interviews to understand tasks, pain points, and needs. Diary studies captured real-world usage, identifying usability issues, missing content, and improvement areas.