How can I identify what pages/features my users are having trouble with?
If I wanted to understand the areas, features and pages that a customer typically has a questions on or typically need additional assistance on, where could I go/use to pull that information. The goal is to understand what those FAQs are to create guides around to help our users navigate in-app. One thought was to use the search field in the Resource Center to see understand what users are searching for, but that does not seem to be a trackable field. Some other ideas are:
- Using a path or funnel to understand key flows and times to next step
- Identifying under-utilized features
- Core events Time to first use widget
- Working with support to identify key themes for navigation-related support tickets
- Polls/surveys?
Any other ideas to better identify the "low-hanging" fruit and highest friction points.
Thanks!
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Comments
One thought that comes to mind - if there is a 'Get Help' button or some other feature whose usage would indicate a friction point for a user (could be Resource Center, depending on the content provided), you could produce a 2-step Path 'Leading To' the click of that feature and tracking the Page that was loaded immediately prior. You could use this information to understand which pages lead to more searches for help.
You could leave the path at the 10-step default and get a journey to the click for help. But if the ask is just the pages where a user gets blocked, a 2-step Path removes some of the clutter.
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Edit: As for other friction points - I like to define expected workflows in Funnels and compare outliers in moving step-by-step against the average time to advance, or the product team's expectations for time to advance. This can highlight areas that might be taking longer than expected, but aren't so bad users are looking for help. This scenario is a possible indicator of a possible 'Quality of Life' improvement.
I love the idea of of asking what the Product team's expectations are. I hadn't thought to factor that into backing into the problem areas. Great call out.
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