Services - Usability Services - Metrics and Analysis
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What we do
Analyse the information recorded for your web, Intranet or Extranet site to measure where they are performing poorly and how usability can improve key site metrics (such as conversions, usage, purchase rates, returns rates, basket size, etc.)
For non-web interfaces (such as software or internal systems) we can analyse other data such as:
- Error logs/databases
- Customer support information
- Data streams/usage logs
- Sales data
- Call logs
Why you need it
Usability research tells you where problems are occuring, but does not often quantify how much that problem is costing you. For example usability research may indicate that a number of problems exist on a registration page - but how much is that costing your business? Using our metrics analysis approach we can measure how many people are falling out of the process at that point due to these usability issues, and then calculate the cost to the organisation. This also provides a calculation on the return on investment that will be seen by addressing these issues.
In short, usability research identifies the reasons behind the problems and how to resolve them, metrics analysis identifies the scope and cost of the problem, and how much you can increase earnings by resolving it. Putting both together is a very effective approach to measuring and increasing return on investment.
What we do
Depending on the technology you have, your requirements and the current status of your project we can provide assistance in a number of areas, including:
Metrics analysis
If a set of data is available then we can simply analyse that data to produce key information such as loss rates caused by usability issues. For example for one recent software client we analysed a database of sales feedback and online sales comments to identify that 17% of potential sales were being lost due to perceived 'poor usability' in the design.
Metrics audit
During a metrics audit we will identify what you wish to measure and improve, and which metrics need to be recorded in order to achieve that. We will then review your metrics tool and site setup to evaluate how those metrics can be recorded and what work (if any) would be required to do this. We will produce a report of all findings and recommendations for proceeding.
Recommend metrics tools
The marketplace is filled with metrics tools but our expert team can help you to identify the right tool for your project, organisation and budget. We can assist with purchasing, installing and configuring the tool so that you can begin recording metrics quickly and effectively.
Ongoing metrics assistance
Once a tool is in place we can assist your team to set up regular reporting, and to increase the scope of captured information. We can effectively merge metrics data with usability research output, to ensure that the return on investment is identified at the start of any redesign process and that continuous improvement is seen in your interface.
We can assist as much or as little as you require, from one-off advice meetings through to weekly analysis of your data.
If you'd like to find out more about our metrics services then please contact us.
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