Funnel Analytics Reports
You can use YesElf funnel analysis to visualize the steps your application users take on each guide to complete a task. You can quickly see how well the guides are succeeding or failing at each step so that you can act on to improve the guide and reduce inefficient or abandoned customer journeys. YesElf Funnel Analytics provides valuable feedback when it matters most: as visitors are frustrated, experiencing issues, or in need of help. They are represented as bottlenecks in the funnel.
Displaying Adoption Progress Funnel Analytics
To access it;
- Sign in to YesElf Console
- Open the application you would like to work on
- Click on the Analytics tab
- Click on the Funnel sub-tab
At first glance, you will see two sections. The top part is where you can configure the time range and available attributes such as the country where the visitors were from in the given time range and Guide features filter either to limit the selection to the guides which are started from Context Help. And the bottom section is the responsive graph, which reflects data under applied filters.
How to Configure the Filter
There are many configuration settings available that are designed to enable you to choose the exact time range, guides, or attributes for tailor-made reports.
Read about: How to Configure the Time Range Filter
Read about: How to Configure the Guides Filter
Read about: How to Configure the Attribute Filter
Read about: How to Configure the Guide Features Filter
Above, you see a YesElf Funnel Analytics sample, created from the SAP Concur application guide named Create Expense Report.
What this report tells us is:
- The guide was offered and made ready to 956 users and for 804 of them, the guide was started. However, only 192 of them had successfully finished till the end. So it has a 24% completion rate.
Tip: Here it is important to explain why there is a difference between the number of the guide made ready and the number of guides started. There will always be differences if you use rules. For example, if the guide had a rule ‘User has not yet seen the guide‘, then the guide would be made ready for everyone but would not start for those who already seen it before. So 956 is before the evaluation of the guide rules, and 804 is after the evaluation of the rules.
Statistically, guides, on average, have around 10-20% completion rates. These rates might seem low to you, however, when we feel lost, all we need is a simple nudge in the right direction. When the guides you created with YesElf navigate the users in the right direction that creates an ‘Aha moment‘ and the majority of the users prefer to continue by themselves after that moment. Hence, the guide can still do its job without even finishing it to the very end. And that’s the reason why the funnel report will always have a pointing end as there will always be some people leaving on every step (5-10% leaving rate on each step is considered as normal).
That being said if your guide has a completion rate below 10% we recommend you redesign it. The key elements you should look for while redesigning are:
- Identify the biggest bottleneck (the step, where most of the users are closing the guide).
- Identify why the users are closing the guide. Possible reasons for this can be:
- If it is on the first step – that means the timing is not correct and rules have to be set up properly.
- If it is after the 7-9th step – that means the guide’s length is not right. Probably too long for the users or has too many steps.
- If nobody is finishing the guide till the end and all the users are closing the guide on the same step – Probably the next step is not working or broken.
- If the interaction with the application is enabled but users are using the app in a different way than expected. You can enable the shadow feature to prevent the user from interacting.
- The other reasons: the content or the wording might be bad or misleading. Try to rephrase the wording or write the action as to what is expected from the user.
You can force the users to follow the guidance by not giving them the option to exit out. However, in general, it’s not a preferred method and should be always wisely considered. You can use it in some special cases such as in mandatory training etc. This method however is not a recommended way to go because our aim is to guide those who need and when they need it. If you force the ones who do not need or want it might frustrate the users unnecessarily.
- This guide has 6 steps and 2 decisions to complete, and you can see the progressive decline in the number of users from start to finish.
- Notice the bottleneck between steps 5 and 6. On the fifth step, there were 487 users, but only 266 made it to the sixth step. In the first instance, it may look like half of the users turned the guidance off; however, the real reason for this that the fifth step is an optional step. Meaning if they want, they can skip that step and jump to the seventh step. This is a good example because; to be able to read the graph correctly, the reader or editor should be aware of the guide’s characteristics.