More and more at Webcredible we are using website and app analytics data to complement our research-led UX design and evaluation approach. This complements our qualitative research to help us better advise our clients on how to make their digital channels perform best for their customers.
Though Google's package is the most common of analytics packages we use (and free up to a limit), Adobe Analytics, Web trends and other A/B testing suites out there share similar features, meaning no matter what platform you use, your research insights can be enriched by numbers.
At the start of a project, gaining data helps us gain fuller upfront understanding of customers and their behaviour. We use this knowledge to fill gaps in our discovery research to help us be more confident that we are solving the right (customer and business) problems with our designs. Recently we put this data to good use in the redesign of a University's homepage and IA to help us validate our understanding of the top tasks people were coming to the University's website to perform.
Measuring and getting some hard stats... helps us see the true effectiveness of our clients' digital channels.
Similarly, once we are confident of the tasks customers want to (and are expected to) perform using websites or apps, measuring and getting some hard stats on these tasks helps us see the true effectiveness of our clients' digital channels. We are then in a prime position to identify areas for improvement, or ways to optimise their design and develop ideas for more strategic longer term content and features.
So with these aims in mind what do we aim to find out from analytics, and how do we make it a useful addition to our UX research, strategy and design toolkit?
As part of initial discovery research, finding out as much as you can about both your existing and potential audiences' current digital performance is crucial to making future improvements. To complement and focus your qualitative research there's a wealth of analytics data which allow us to spot trends, and interesting patterns of behaviour in our clients' audience to design for:
Do customers take routes and complete goals you believe them to? What tasks are completed?
As any well versed UX designer knows identifying the top tasks users are trying to achieve will help you create experiences they will flock to and love. By sifting through the wider analytics you can begin to understand UX requirements around what content, features and functionality to include and optimise for in your new designs.
Do you suspect that reams of text and stock imagery aren't getting you the conversion rates and levels of engagement you desire? Are you struggling to stand out in a tough SEO market?
Having a better understanding of how your content helps your customers complete their tasks is crucial in keeping you relevant and attracting audiences to your product. With that in mind, it's worth keeping your content strategy updated. Provided you already have content in place, or new content you're testing out, it's worth setting your analytics package up to identify:
Are you noticing an increase or change in devices used by your audience? Are you struggling to make the case for a mobile first approach? Are you unsure whether customers behave differently when not on desktop? Do you have pages or content that's underperforming on a particular channel?
Being in a position to confidently present the numbers on how and when customers are using different channels and devices allows you to achieve much greater buy in to your design approach and help achieve decisions easier. Aim to identify things such as:
Beyond online channels, where are customers coming from? Do they behave differently depending on the channel they came in on or go out to?
At the wider customer journey level begin to understand where your users are coming from, most effective conversion channels, how effective your CRM efforts are and where and when leave your website or app:
Again, we find analytics is very complementary to a qualitative investigation of our client's audiences' user experiences, particularly when your new designs are live, or if you've been asked to help understand your clients' current website or app performance.
This time around, the focus of your analysis should be on understanding what you need to fix, and demonstrating how well customers can achieve what they set out to do (rather than trying to figure out what or how they come to do things). With that in mind we commonly look to evaluate:
Are people following the routes and journeys you've created? How well is content along these journeys working? Do people complete end-to-end journeys on the website (and if so in the way you imagined them to do so?) What causes people to behave differently?
Think of ways to improve your designs to better provide routes to the content or functionality people are trying to use (e.g. more quickly, at a higher percentage, with greater value):
Are the stats indicating you have a page that everyone exits on? Can you find out any more about why, perhaps time on page is incredibly high, but what does this mean and more importantly do changes you make to this page make a difference in conversion rates, or a reduction in phone calls?
Analysing site-wide metrics (e.g. drop off rates, time on page) to look for any stats that stand out, particularly for a certain content section or on a particular device is a useful technique to identify where immediate fixes might need to be made.
Can updates to the overall experience improve performance, engagement, and/or completion rates? Try measuring key metrics (e.g. time on page, drop off) specifically focused around any changes you made within a page e.g. around calls to action, layouts, page navigation, or the general visual design and branding.
Using analytics to identify user needs and evaluate UX design success is only the beginning, there are a range of quantitative and qualitative tools out there that can help you be more data-informed.
With the advent simpler and more powerful analytics tools and packages, (e.g. Google tag manager and other remote study or analytics tools released each week), now more than ever there's no excuse to not making the most of data for the wider UX good!
And finally, if you want to find out a lot more in depth on:
in the meantime here's some other resources to help you get started in making getting the most value from the insights that data from analytics can provide