Thanks for responding, Jay. I agree, I don’t love this name but I don’t think there’s another good descriptor floating out there.
I did hear that the technique was originally known as CCR — Customer Case Research — but I figured most people were familiar with the ReWired group’s Switch interview research & training.

Sr UX Specialist with Canada Revenue Agency, former web dev and product person. 🔎 Lifelong learner. Unapologetic introvert. Plant-powered marathoner. Cat mom.

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