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Beyond the Usability Lab by Donna Tedesco, Thomas Tullis, William Albert

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6.2.2. Open-ended questions, comments, and other verbatims

Performance data (task success and time) and ratings can help you identify areas that participants had the most trouble with, but the comments they provide can help you understand why they had difficulty. These kinds of open-ended questions or comment fields are usually included at two levels in an online study: for each task and at the end of the study.

Task-based comments

A common technique is to provide participants with the option of entering comments for every task. In addition, it's common to have conditional logic in the design of the study such that the participants are required to provide a comment or explanation if they gave the task a particularly poor rating (e.g., a ...

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