Overview

With Struggle Analytics, you can quickly discover and identify user struggle and opportunities.

In the Scenario for configuring the Struggle Analytics service, you learn about configuring Struggle Analytics, which involves:

• Preparing the application for analysis by creating Page maps and conditions
• Optionally, modifying the Struggle factor configuration
• Optionally, modifying Threshold and alert configuration

The purpose of the scenario is to provide a high-level overview of the process for configuring Struggle Analytics.

There are three personas referenced in the scenario.

• Kristy, the Customer Experience Manager

  Kristy analyzes the interactions that visitors have with her company's web and mobile applications.

  She uses Tealeaf to identify and quantify factors that introduce or cause struggle for individuals visiting her company's web and mobile applications. Kristy's goal is to improve the customer experience so each customer progresses across their journey with a minimal amount of struggle.

  In the Scenario for configuring Struggle Analytics, Kristy consults with Paul, the Organization Administrator, and asks him to configure Struggle Analytics for use.
• Paul, the Organization Administrator

  Paul administers the Tealeaf system and the applications in the organization.

  In the Scenario for configuring Struggle Analytics, Paul administers and manages the configuration for the Struggle Analytics service.
• Will, the Analytics Consultant

  Will can assist Paul with configuring Struggle Analytics, so that Kristy can analyze the visitor's experience more efficiently. Will is more experienced than Paul with managing Events and might have useful information when it comes to configuring Event factors.

The scenario does not include detailed steps for configuring Struggle Analytics.

Configuring struggle analytics

Kristy wants to analyze customer struggle factors for a particular application by using the Struggle Analytics service.

The first time Kristy selects Struggle analytics from the menu pane, she is presented with the following message:

There is no data on customer struggle to view at this time because no applications have been 
mapped for analysis.

Ask your organization administrator prepare applications for analysis by mapping pages in the
applications.

Kristy asks Paul to configure Struggle Analytics for a particular application.

Configuring Struggle Analytics involves:

• Preparing the application for analysis by adding Page maps and setting Page map conditions
• Optionally, modifying the Struggle factor configuration
• Optionally, modifying Threshold and alert configuration

Page maps and preparing the application for analysis

In order for Kristy to use Struggle Analytics, Paul, the Organization Administrator, needs to prepare the application for analysis.

Paul launches Struggle Analytics and selects the application that Kristy wants analyzed.

Paul consults with Will (the Analytics Consultant) and uses the Page mapping interface to add the Page maps and set the page map conditions for the selected application.

Figure 1. Preparing the application for analysis

Page maps provide the Struggle Analytics service with information about which pages in the application to analyze for customer struggle.

When Paul finishes adding the page maps, he tests the conditions against existing sessions and resolves any issues that are shown in the Test results window.

When all of the Page maps have been added and tested, Paul saves his work and the Struggle Analytics service begins to analyze customer struggle in sessions for the mapped application. It takes about 10 minutes for the Struggle Analytics service to begin posting results.

Paul can also edit the default configuration for struggle factors and struggle threshold and alerts.

Edit the struggle factor configuration

After testing and saving the Page maps, Paul reviews the default configuration for Struggle factors.

From the Menu icon on the Struggle Analytics page, Paul selects Edit struggle factor to review the default configuration.

Struggle Analytics provides a pre-defined configuration for Load time, Step count, Repeat pattern, and UI element struggle factors.

Paul can use the Edit struggle factor window to:

• Change the weight (significance/importance) assigned to a struggle factor
• Remove a struggle factor from the configuration
• Add an Event factor to the configuration

Figure 1. Editing the default configuration for struggle factors

Paul accepts the default settings and closes the Edit struggle factor window.

Note: Changes to the configuration are applied immediately and used by Struggle Analytics.

Paul can also review the default configuration for thresholds and alerts.

Edit the struggle threshold and alert configuration

After saving the Page map, Paul reviews the default configuration for struggle thresholds and alerts.

From the Menu icon on the Struggle Analytics page, Paul selects Set threshold & alert to review the default configuration.

Paul can accept the default threshold and percentages, or he can change them.

Figure 1. Editing the default configuration for threshold and alerts

Struggle Analytics uses the threshold and percentage values from the configuration to measure customer struggle and determine the criticality.

When a struggle score exceeds the specified threshold, it is an indication of visitor struggle and will be noted as such in the analysis.

When the Percentage of sessions demonstrating struggle exceeds the specified threshold, visitor struggle is at a critical level.

By default, the alert mechanism is Set Alert = Off, which means Struggle Analytics does not send alert notifications when the set threshold and percentages are exceeded.

When the alert mechanism is Set Alert = On, a form is displayed with a preformatted alert message that references the critical threshold values.

Paul can assign the alert a name and specify the email address of the recipient for the alert.

Paul accepts the default values and closes the Set threshold & alert window.

Note: Changes to the configuration are applied immediately and used by Struggle Analytics.

Analyze the results from struggle analytics

After Paul finishes configuring the Struggle Analytics service, it starts to analyzes sessions for the selected application.

The next time Kristy selects Struggle Analytics, she is presented with an Overview page of struggle detection results.

The Overview page presents a summarized view of the various categories of struggle.

From the Overview page, Kristy can drill down to a more detailed analysis of struggle detection data. She can use that data to determine the root cause of customer struggle for select applications and to come up with strategies to resolve the most critical customer struggle issues.