Step 1: Defining your objectives
Before you can start tracking user behavior and gathering user satisfaction you need to understand your objectives.
- Can the user actually do a transfer from his bank account to another?
- Why do users jump out the flow just before buying our products?
Step 2: Defining tasks & questions
In order get insights from your participants you need to understand what activities they want to do, these activities are referred to as tasks. These tasks typically reflect the most important activities a user wants to perform or flows you believe your users will have a hard time with.
Although users might be able to successfully complete these tasks they might not be happy about them because e.g. it took them to long, they had to provide too much information, etc. It is a good practice to ask after every task questions about how satisfied they were with the task, if they were missing features, but also to understand the overall assessment of their experience.
- Closed questions after each individual task to measure ease of task completion.
- Open-ended questions will allow participants to describe their experience and any issues they encounter.
- Satisfaction with the product and Net Promoter Scorea can be used to benchmark the product over time and against competitors.
In the beginning keep the number of tasks limited to about 3 or 5 tasks that are fundamental to your app and your users definitely need. If you start tracking too much tasks in the beginning you will get so much data back that it will be hard for you to focus on solving the most import issues first
Step 3: Implementing
When you know your objectives and you have defined your tasks, it is time to grab your favorite developer by the neck and let him / her add UXprobe’s SDK into your app.
Step 4: Piloting
Testing your implementation with either a subset of participants or colleagues will allow issues with the prototype, technology, tasks or questions to be ironed out.
Step 5: Analyzing
Once you have collected your results it is analysis time.
Go and have a look at your dashboard some overarching metrics such as overall task completion and customer satisfaction these are automatically calculated in UXprobe. This will give you an overall feeling for the effectiveness of the product.
For tasks for which users are not successful, drill into the task’s dashboard, look at the sessions and start with the ones where users abandoned or did not complete the task and try to understand why. Observe behavior to identify the elements of the interface that are causing the problems.