Know and Delight Your Users: UX Analytics

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Cemal Buyukgokcesu Know and delight your users AN INTRODUCTION INTO USER EXPERIENCE profiles.google.com/buyukgokcesu @buyukgokcesu buyukgokcesu.com

Transcript of Know and Delight Your Users: UX Analytics

Page 1: Know and Delight Your Users: UX Analytics

Cemal Buyukgokcesu

Know and delight your users

AN INTRODUCTION INTO USER EXPERIENCE

profiles.google.com/buyukgokcesu

@buyukgokcesu

buyukgokcesu.com

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Agenda

1. What is UX?

2. Ask yourself

3. Listen to your users

4. Understand your users

5. Delight your users

6. Engage your users

7. Know the difference

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What is User Experience?

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Definition of UX

User experience (UX or UE) involves a person's emotions about using a particular product, system or service. User experience highlights

the experiential, affective, meaningful and valuable aspects of human-computer interaction and product ownership. Additionally, it includes a person’s perceptions of the practical aspects

such as utility, ease of use and efficiency of the system.

User experience is subjective in nature because it is about individual

perception and thought with respect to the system. User

experience is dynamic as it is constantly modified over time due to changing circumstances and new innovations.

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Information Architecture

Visual Design

Function- ality

Usability & Accessibility Content

Platform

Customer Support

User Context

User

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What is User Experience?

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Questions to ask yourself

§  Why do my users come to my site? §  What is the value we provide? §  Do we give our users what they want? §  How do we differentiate ourselves from our competition?

WH

Y

§  What are our goals as a business? §  What do we want users to do on our site? §  How do we prioritize these actions and goals? §  How do we get the desired response from our users?

WH

AT

§  Who are our users? §  How can we segment them? §  Do we have different goals for different users?

WH

O

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Listen to your users

Continuously gather feedback from your users through different channels:

§  Online Surveys

§  Focus Groups

§  Interviews

§  Social Media

§  Customer Support Tools

§  A/B-Testing

§  Web Analytics

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A metric is a measurement Metrics Dimensions

Dimensions describe attributes

Number of visits

Number of visitors

Page views

Time on site

Visitor city or region

Referring traffic source

Browser type

Operating System

Understand your users with Web Analytics

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What is your site's traffic breakdown?

To see where users came from click Traffic Sources > Overview on the left.

To see more detail on the specific sources (ie. Google) sending traffic go to Traffic Sources > Sources > All Traffic

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Where are your users coming from?

Click on Audience > Overview then select Country / Territory. This will give you the breakdown of traffic by geography (click country to go to state, city, etc.).

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Content is King - Usability is Queen

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In-Page Analytics lets you make a visual assessment of how users interact with your web pages

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Delight your users

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Contrast §  Using color, saturation, opacity to juxtapose elements on the page

Size §  Use varying sizes to signify dominance and importance

Repetition & Alignment §  A sequence of similar or aligned elements that are close to each other show that they are

part of the same set, the rhythm creates a sense of motion.

White Space §  White Space draws attention to elements and let's your content breathe.

§  Objects that share similar features communicate that they are part of the same family (e.g. same colors, same shapes, same font)

§  Unity becomes important when you repeat the same message on different pages or you communicate across different channels or platforms

Unity

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Balance & Structure §  Imbalance creates tension for users

§  A Grid helps you maintain balance and structure on your page and guides the user's eyes

§  Placing something outside of the grid is a sure way of getting attention

§  Hierarchy defines what is important and what the user should see next

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Guide Actions and Measure Them

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Tailor your site experience to user’s situation

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What percentage of your traffic is Mobile?

Click on Audience > Mobile > Overview and click on the Pie Chart. This will give you the breakdown of mobile vs desktop traffic.

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Do you have a mobile app?

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Very useful for developers: Track why the app crashes and any other errors

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What devices do your users own?

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Compare speed of different browsers: Did you optimize for mobile devices?

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goo.gl/KpY6A

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Create an m-site with Duda Tool: Gomo.com.tr

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What are the advantages of responsive design?

ü  Saving time & money: No need to maintain separate websites for desktop & mobile

ü  Good for your SEO, Google Analytics, Social sharing buttons: You preserve one URL

ü  Easier to maintain: No need for server-side components, only the CSS modification is necessary to change the layout on on a particular device

Source: Tech a la carte: http://www.labnol.org/internet/responsive-web-design-faq/21361/

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What are the disadvantages of responsive design?

-  May add extra kilobytes to your web page: CSS styles & Java script files would need to be downloaded in order to adapt the content to the screen resolution.

-  Making your existing fixed-width website fluid might be difficult: Starting with an m-site from scratch might be easier in some instances.

Source: Tech a la carte: http://www.labnol.org/internet/responsive-web-design-faq/21361/

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Engage your users Turn casual visitors into loyal users

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Related information and new content

§  Show related articles or products to keep users on your site after completing the main action (reading an article, purchasing a product)

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Comments, reviews and ratings §  Let users engage with your content or products by allowing them to comment or offering a

separate forum

§  Let users rate products or services and consult ratings of other users

§  If you have active users and user content on your site, show it off! (e.g. 500 users online, 200 reviews, 10 new comments, etc.)

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Social world consists of interactions: Off-site or On-site

Site  içi  etkileşimler  Site  dışı  etkileşimler  

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Measure on-site social interactions is easy

How frequently people use these?

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How to measure off-site social interactions?

Social Data Hub

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Who is in the social data hub?

Docial Data Hub Partners share off-site social interactions with Google Analytics

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Social reports: activity stream conversation

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How engaged are your users?

Audience > Behavior > Engagement

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How engaged are your users?

Audience > Behavior > Engagement

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How loyal are your users?

Click on Audience > Overview and look at New vs. Returning Visitors. This graph shows you how much of your audience comes back.

You can see how these types of users behave in Audience > Behavior > New vs. Returning. You can also see how often users come back and how long its been since their last visit in the Audience > Behavior > Frequency and Recency report.

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Don't neglect Search §  Make search a prominent aspect of your site and have it consistently in the same place

§  It retains users who may otherwise exit the page because they didn't find what they came for

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§  To ensure you are doing the right thing

o  Ensure positive results

o  Make data driven decisions

§  Reliable Results

o  Reduces sample bias o  Tangible uplift o  Attributable changes

§  Further Optimizations

o  Spot new Opportunities o  By isolating results, you can learn patterns and best practices

Why is testing important?

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A/B-Testing vs. Multivariate Testing

§  A/B testing is the most common way of testing o  Easier than multivariate o  Quicker to implement o  Generally less work

§  Limitations: o  Can only measure one thing

at a time

§  Multivariate testing is more comprehensive o  More granular results o  Can demonstrate the interaction

of different variables o  Need to create and test every

combination of elements that is going to be a variable

§  Limitations: o  Requires more tech savviness o  Need to analyze more data o  Requires creation of every

combination

A/B-Testing Multivariate-Testing

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§  Define and prioritize goals o  Specific o  Measurable

§  Define how goals will be measured o  Define success, failure, and inconclusiveness

Best Practices in Testing

Example: Increase CTR, increase PVs per visit, increase conversions, etc.

Example: Increasing CTR by 10% is success, increase PVs per visit by an average of 2 pages, increase net conversions by 20%, etc.

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§  Google Analytics (Content Experiments)

§  Optimizely

§  Plugins e.g. for Wordpress, Drupal or Joomla!

Testing Tools

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Content Experiments replaces the old Website Optimizer

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Some advantages of Content Experiments

•  Fully integrated in Analytics: measure, test, optimize in one place. •  Comes with a wizard in 4 steps: really easy to set up. •  Reuses Google Analytics tags: just add one tag to the original

page. •  Statistical model reveals a winner in approx. 14 days.

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To get faster and more reliable results: •  Test only a few elements

•  Use high-volume pages

•  Make bold changes

•  Keep testing

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Focus on the user and all else will follow...

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Cemal Buyukgokcesu

Thank you!

Questions?

profiles.google.com/buyukgokcesu

@buyukgokcesu

buyukgokcesu.com