Post by account_disabled on Nov 25, 2023 8:19:52 GMT
Introduction
Customer feedback
Data from google analytics
Eye-tracking and mouse-tracking
How to leverage our gathered customer data? Summary
Introduction
The first stage of UX research – or desk research – focuses Job Function Email Database on analyzing data we already have. This can be archived surveys, data from Google Analytics, or publicly available statistics and research within the problem or issue we are investigating. Clients are often unaware of how much valuable data they already have about their users in their resources.
Only after coming into contact with the UX team, do they realize how valuable data they have. Often, this information can help to identify the problem, define goals, research hypotheses as well as plan the UX strategy. Today, we’ll provide you with that knowledge as well as share a few handy tips on how to put it into practice.
Customer feedback
The first invaluable source of information about users and their experience with a product concerns reviews. We can find them on Google, on Facebook, in private messages on social media, in emails, as well as in data from customer satisfaction surveys or Net Promoter Score. Thanks to them, we can track users’ general assessment of our product or services and also learn about their more elaborate opinions, emotions, and experiences.
More and more people are expressing their opinion online, and for a manufacturer, this becomes a great indication of the future. An increase in negative reviews is often the first signal that something is wrong and needs to be changed or improved. The feedback given on the website or in Google reviews is often extensive – visitors describe a situation where the site malfunctions at the payment stage, they have trouble finding a particular piece of information on the site, signing up for a newsletter, they don’t receive a promised email with a discount on their first purchase, or simply the site is unreadable and slow, causing them to abandon their purchase.
These flaws give the UX team guidance on areas requiring more thorough research. Additionally, acquiring such feedback together as well as undertaking further UX research exhibits the company’s commitment that in turn increases among customers – supporting both customer experience and user experience.
Data from google analytics
Another valuable resource is Google Analytics data. Virtually all companies – both large corporations and small online stores – already employ this tool for monitoring website statistics. The analysis of the data collected by Google Analytics can track the growth or decline of customers over time, as well as pinpoint in detail how they found our site, how much time they spend on individual subpages, how often they make a purchase or how many of the initiated actions concluded successfully (whether it’s finalizing a purchase, submitting a completed form or signing up for a newsletter).