Business Impact at Scale for any Issue

Features

Germain UX helps you understand the Business Impact at Scale for any Technology, Workflow or User Behavior-related issues.

Example of a Business Impact view - Germain UX

Real User Feedback Impacting UX at Scale

Getting Feedback from real users, in near real-time, is as good, if not better, than conducting surveys. Surveys consume time and effort and can’t provide user context at the point in time when a problem occurs.

Germain’s allows you to collect real User Feedback either via Germain UX’s Feedback Popup or 3rd party chat technology (Intercom, Zendesk, etc).

And Germain’s Aggregate Dashboard helps you identify which areas of your web app, service or product are leading to user complaints and negative feedback.

To get started with Real User Feedback, follow these steps:

Deploy Real user Feedback
Configure Real user Feedback
Create Dashboard to Analyze Real User Feedback at Scale
1. Log on to Germain Workspace > Left Menu > Dashboard > All >
2. Select your Aggregate dashboard (or create a new one)
3. Add Portlet: [N Table]
4. Add KPI: [User Feedback] or [User Session Replay]
5. Add Measures: [Total Negative Feedback], [Total Positive Feedback], [Total Feedback Comment]
6. Add Pivot: [Application Name]
7. Add Filter: Product Name, Page,…
8. Done.

You can configure real-time actual user feedback any way you like, such as, per page, per service or per product. You can also drill down from the Aggregate Dashboard into more detailed information. This enables you to review each individual feedback. Plus, you can gain valuable context by watching/replaying some or all the videos that Germain UX recorded at the time of feedback in real-time.

Example: 96% of the Negative feedback is specific to one page or product.

Next, from the portlet, you can drill down to further understand the negative feedback (29% in this example). In this case, it was related to one product, “iPhone”.

Then you can read the user feedback to understand even more about the complaint.

Process/Workflow Overrun Impacting UX at Scale

Germain UX allows you to identify wasted work time, also known as Overrun. And it all happens at scale and in real-time.

Overrun refers to any extra time spent performing a task beyond an accepted SLA. For example, let’s say you expect your Service Organization to close a given type of ticket within 1 day. Overrun, therefore, would be any time past 24hours that the ticket remains open.

Examples of wasted work time or overrun:

Round trips among users involved in the same process.
Editing fields
Writing emails
Copying-pasting information (instead of auto-populating info)
Waiting for Application to respond (Sometimes it’s not just a slow page. Delays may include processing time that product teams consider “normal”. But time adds up when you consider multiple users at scale)
Looking for or trying to understand the content on a page.

Just follow these steps:

Deploy one of all the below Germain UX Components (Depending on the workflows):
Configure Business Process/Workflow Monitoring
Create Dashboard to Analyze Process/Workflow Overrun at Scale
Once the above Germain components are deployed and running, you can create your own portlet/dashboard:
1. Log on to Germain Workspace > Left Menu > Dashboard > All >
2. Select your Aggregate dashboard (or create a new one)
3. Add Portlet: [Funnel], [Table] or [Flow Graph]
4. Add KPI: [<your process/workflow>]
5. Add Measures: [Count]
6. Add Measures: [Overrun]
7. More measures can added

Next, you can drill down into the loss of productivity or overrun and examine the details.

Technology Issues Impacting UX at Scale

Germain allows you to identify, at scale and in real-time, the critical technology-related issues that affect your Business (Processes or Users). Germain also filters out the millions of other issues that aren’t critical. All you need to do is access the Germain Operational or other Aggregate Dashboard.

Examples of UX issues caused by Technology:

Browser Freeze (the application is up and running, no errors, yet…)
Errors (not easy to identify among millions of errors that an application generates which can normally be ignored)
Informative message popping up too many times
Non-responsive UI at the first or second click
Network issue that disconnects User
Slow Page (may be fast for some users and slow for some others)

Just follow these steps:

Deploy
One of all the below components (depending on your priorities):
Configure
Real-time Monitoring and Analytics
Create Dashboard to Analyze Technology Issues Impact at Scale
1. Or create your own Portlets/Aggregate Dashboards
2. Log on to Germain Workspace > Left Menu > Dashboard > All >
3. Select your Aggregate dashboard (or create a new one)
4. Create a “Productivity Loss due to Technology” portlet
  1. Add Portlet Type: [N Table]
  2. Add KPI: [Http Errors]
    1. Add Measures: [Count]
    2. Call it “Web Dysconnectivity”
  3. Add KPI: [JavaScript Long Task]
    1. Add Measure: [Total Duration]
    2. Call it “Browser Freeze”
  4. Add KPI: [Rage Click],
    1. Add Measure: [Count]
    2. Call it “Rage Click”
  5. Add KPI: […Crash] **,
    1. Add Measure: [Count]
    2. Call it “Application Crash”
      **Application crash-related KPIs are preconfigured in Germain for JAVA, .NET, Siebel, etc. Just use the keyword “Crash” to see what is preconfigured in your environment.
5. Create a Portlet for “Errors that affect Magento Users”
  To assess number of users that are interrupted by Errors on Magento.
  Details on to identify/tag errors that affect Magento Users, check out Magento Monitoring | Tag-Magento-Errors-that-affect-Users
  The portlet above provides details about 401 online Clients who got disconnected from their session. It identifies the errors and lets you drill down further to understand “why”.
6. Create a Portlet for “Errors that affect Siebel Users”
  In this case, this organization wasted:
  - 436 Business Hours due to Browser “freezing” or not responding.
  - 93 business hours due to the application not responding the first time the user clicked on it, forcing the user to click again.
  And over the past 30 days:
  - 1,044 Users were forced to re-logon due to a number of application thread exits.
  - Another 9,995 Users were temporarily stopped in the middle of their work because of some application errors.
  Important note: the millions of other Siebel Errors did not impact Siebel users are still monitored by Germain but kept separate from user impact analysis. More details on Tagging Oracle Siebel CRM Error.