Most organizations today use sophisticated analytics packages to closely monitor their websites. As it turns out, web analytics products provide lots of data, but nothing is actionable, the data has a way of generating more questions than answers because it only reveals when, where, and how users are navigating your site, but not why.
For example, you may know what percentage of visitors is leaving your site, and from which pages, but not why they left. With this limited view, you’ll be forced to make hypothetical guesses about why users are leaving the site or why they are (or aren’t) behaving a certain way.
In an attempt to solve the mystery, many organizations mistakenly employ online surveys to gain further insights. However, this approach will only provide insight into user intent and satisfaction, but still lacks the ability to see the obstacles that adversely affecting customer success.
Remote Usability Testing – A cost-effective way to quickly figure out what’s causing your site to underperform.
Instead of hypothesizing about why negative trends on the sites are occurring, consider leveraging cost-effective remote usability testing to diagnose and fix the problems causing failed customer experiences.
Remote usability testing, like traditional usability testing is all about observing users while they use your website or product and identifying obstacles to success. It is a bit different that traditional usability testing in that it involves observing participants remotely using a simple telephone conference call to moderate the test and web conferencing software such as WebEx, GoToMeeting or UserVue, to observe the user’s actions.
This method offers convenience and can save a great deal of time and money, as you can run sessions with users anywhere in the world without incurring travel costs. It’s also useful for enabling distributed development teams to observe sessions.
Perhaps the most compelling part of remote testing is that you’re observing users in their native physical and computing environments (usually their home or office), you are looking at the most accurate form of behavioral usability research possible.
With this approach, you’ll be able to quickly and cost-effectively test your hypothesis and figure out the areas of your site that are adversely affecting performance as well as gain insights into the best way to fix the problem.
Get expert help from Aquent
Find out how easy it is to engage a qualified user experience expert from Aquent to help you combine web analytics with cost-effective remote usability testing to create actionable insights that drive results.
User Experience Practice Leader
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