As a UX designer, you will be interested in learning what end user experience monitoring tools work best for a certain product or service that you render to a client. Learning the feelings, opinions and needs of the target audience helps you to better package the idea or design a website while thinking of ways to upgrade the service or product. The tools you employ to keep an eye on end user experience should be effective, time conscious, cost effective and realistic.
End User Experience Monitoring Tools
Turning the ‘What’ Into ‘Why’
You should understand the challenges the consumer is facing in trying to access, improve and effectively use the product. Next, focus on why they are facing certain difficulties. Coming to this realization is necessary to understand how to transform the experience for the better. In business, you don’t have the luxury to let the client be frustrated by the product or service. Therefore, it is essential to try it out before it actually reaches him. This way, you will be able to see the product the way a user will see it and get into his shoes.
Using IT as a tool of monitoring the end user experience is a sure way of getting round the corner and addressing the issues. Today, there are numerous applications and software designed with the target user in mind. Not only do they record the process of the user’s purchase, but they also track their satisfaction (or lack of it). This phenomenon has been aided by the recent cloud-computing feature of Information Technology where volumes of data can be shared by different internet interactions.
If you spot errors in the way a customer is interacting with your website, you can focus on what specifically is failing. The said software track the speed of service and allow the client to participate in the interaction. The client can report their satisfaction, slowdowns or frustrations.
Gather Firsthand Intelligence
Managers of organizations wishing to deploy new products and services in the market can find the faults of a system by trying it themselves. They test the distribution and accessibility of the service as if they were real end users. For example, as a bank manager, you can decide to go to the local supermarket, get a product from the shelf and try to pay for it using a credit card from your bank for the first time in that outlet. This way, you will be served as an ordinary customer.
Interact with the users and get to learn their experiences. At the counter, produce the card and watch how the cashier reacts to it. The feelings, utterances and response you get will go a long way to determining how the service is doing. In business lingo, these approaches can be referred to as developing a minimum viable product. With the first hand information gathered, managers are able to predict the viability of a product and have an end user experience. In IT, programmers and engineers at their workstations are not express end users per se, but just facilitators of the working environment. Therefore, these professionals and others like them should be able to tell the challenges that the real consumer would encounter, as well as provide effective remedies.
In serious business establishments, the IT departments should be able to use software to watch clients’ behavior. Since the internet integrates the clients’ personal computers and mobile gadgets to the company’s surveillance, the IT department should collect traffic on the company’s web without interfering with the natural way that customers do their business.
Sometimes referred to as real time monitoring, it is geared at gaining as much information as possible without influencing its process. It helps to troubleshoot problems when they occur and try to solve it even before the client picks up his phone to send a distress call. The software should be able to diagnose points of distress on the production, distribution and delivery of goods and services.
In a large web-based interaction, the software discovers faults before customers encounter them while identifying which components of the system are causing these difficulties. Discovering the components is one thing. But returning them back to normal functioning is more important.
Suggestion Box is No Longer Effective
In a large institution for example, learners express their dissatisfaction with a certain service by writing and dropping leaflets in their institution’s suggestion box. The management only acts upon opening the box. If the keys to the box were to disappear, they would not know what challenges learners are facing. In fact, they would sit comfortably and chat in their offices while the institution is probably burning. But even if they opened the box daily to read learner’s opinions and comments, they only realize of damage after it has occurred.
The suggestion box therefore is limited in diagnosing problems before they affect learners. Fortunately, for the institution, there are better ways of interacting with learners. End user experience should employ effective tools that proactively sense danger as it brews and stop it in its tracks. Alternatively, the institution can integrate its operations into computer supported approaches. An example would be setting up electronic registers for students and tutors to monitor those who are absent among other functions.
People have moved from the traditional methods of interacting with the customer. Often this only allows you to get feedback after the user as interacted with your site. These approaches only try to rid future challenges, but do not eliminate the cause of the difficulty in the first place. Effective tools should pinpoint the root cause of slow performance fast and address the demands of users in real time. If the trouble is detected in its early stage, the damage that it would cause is lessened. Any business with the end user experience at heart should implement tools to manage its own service and performance.