Think-aloud protocols

The respondents are asked to think out loud about the service use. The process is e.g. video/audio recorded. This method can be combined with shadowing to record the experiences of the respondent in real environments. Jörg Pareigis at CTF has in his research used combinations of these methods in order to investigate how do users experience public transportation.

Additional reading
Pareigis, Jörg. “Customer experiences of resource integration: reframing servicescapes using scripts and practices.” (2012).

Ericsson and Simon. “Verbal reports as data.” Psychological review 87.3 (1980): 215.