Guided Self-Service user experience analytics

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Guided Self-Service User Experience Analytics

    Guided Self-Service User Experience Analytics allows you to visually analyze usage, user behavior, and engagement through a user experience dashboard. Access detailed insights by navigating to User Experience Analytics > Dashboard > Guided Self-Service. This tool enables you to create funnels to track session adoption and abandonment efficiently.

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    Key Features

    • Metrics Dashboard: Displays various metrics, including occurrences by Page Id, Title, Source, User Id, Events, and Retention.
    • User Roles: Different roles are required to access the dashboard, including portalanalyticsadmin for admin functions and various analyticsviewer roles for general viewing.
    • User Behavior Tracking: Monitor user activity on the app launcher, track frequently launched Guided Self-Service options, and analyze monthly and daily trends.
    • Events Tracking: Understand user interactions with actions such as clicks, navigations, and completed guided processes, helping identify popular features and areas for improvement.
    • Funnel Analysis: Assess user conversion rates and behavior trends to understand the success or failure of specific Guided Self-Service flows.
    • Retention Insights: View data on user retention, including new versus returning users, session frequency, and average time between sessions.

    Key Outcomes

    By utilizing the Guided Self-Service User Experience Analytics, you can make informed business decisions based on user behavior and insights, enhance the user experience, and optimize the adoption of Guided Self-Service features. This analytics tool empowers you to track user engagement effectively, ultimately driving improved service delivery and user satisfaction.

    Visually analyze Guided Self-Service usage, user behavior, and other information from the user experience dashboard.

    You can use the dashboard to view the information about the Guided Self-Service usage, engagement, and adoption.

    Navigate to User Experience Analytics > Dashboard > Guided Self-Service for a detailed view and analysis. Click the respective widget or chart for more information. You can create a funnel to track session adoption and abandonment.

    Widgets

    The dashboard provides the following metrics:
    • Page Id: Indicates the occurrences based on the page Id.
    • Title: Indicates the occurrences based on the title of the Guided Self-Service.
    • Source: Indicates the occurrences based on the source such as Quick link.
    • User Id: Indicates the occurrences based on the user.
    • Events: Indicates the events based on the user.
    • Retention: Indicates the retention info.
    • Funnel: Indicates the funnel details based on the user.
    Figure 1. User experience analytics dashboard - Guided Self-Service
    Guided Self-Service dashboard for illustration

    User and roles

    Table 1. Roles required for User experience analytics dashboard
    Users Required role
    Analytics portal admin portal_analytics_admin
    Analytics viewer analytics_viewer, mobile_analytics_viewer, web_analytics_viewer, portal_analytics_viewer

    User behavior

    View and analyze the information available in your dashboard. You can track user behavior and app usage on the app launcher.
    • View the Guided Self-Service that employees launch frequently.
    • Track monthly and daily user activity.
    • View number of user clicks by Guided Self-Service from home page, topic page, and quick links.
    • Analyze the trend of user activity periodically.
    • Assess the user behavior and insights and drive business decisions.

    Events

    Events list can help you understand usage patterns, features popularity, and identify areas for improvement.
    • Click Declarative Action: A declarative action that the user clicked such as restart, start over, continue, complete, edit responses.
    • Page Navigate: A user navigates to Guided Self Service page.
    • Guided Self-service Catalog item shown: The self-service catalog item that the user interacted with.
    • Guided Self-service Knowledge article shown: the self-service knowledge base articles that the user interacted with.
    • PLAYBOOK_COMPLETED: A guided process (playbook) that the user completed.
    • Guided Self-service Action clicked: The action button that the user clicked.

    For more information, see Events.

    Funnel analysis

    A funnel analysis shows the percentage of users who completed a desired Guided Self-Service action along a critical path. Funnel reports show conversion rates and trends in aggregate user behavior to uncover the reasons behind success or failure of a specific Guided Self-Service flow.

    For more information, see Funnel reports in User Experience Analytics.

    Retention

    View data such as how many new users you have and how many returned. User retention data also shows you the frequency of user sessions and the average time in between sessions given a certain time period.

    For more information, see User retention.