A critical aspect to improving customer engagement and satisfaction is to make the process of finding content as seamless as possible. Knowing how subscribers navigate the UI can help service providers understand how to streamline journeys to content, highlight potentially lucrative but overlooked content, and develop more effective UI’s based on usage patterns.
The Apps Insights dashboards aim to deliver insights into how users navigate to content. We identify how many decisive journeys there are and how many people take the long way around, including how many of those navigational journeys result in content being watched.
The Apps Insights application comprises of three sheets that focus on different analysis areas:
Features
Journeys
Screens
Metrics and insights include:
Metric | Description |
|---|---|
App usage trends | % of users who use the app to view content Ratio of browsing to viewing time Allows operator to understand app-level drop-off rates Returning versus new users – (Daily trend) - Captures the impact of marketing, social media activities, other promotions |
Usage sessions | Understand the stickiness of the content proposition Average duration off a single session/ Median of the typical number of daily usage sessions |
Feature Performance Metrics | Evaluate the reach of a feature within the active base Understand the frequency of usage that this feature is generating Understand the impact on content conversion and engagement it is having |
Purchase Conversion Metrics | Identify the top content purchases Identify the journeys that led to purchases (recommendations, searches, social media Identify cart abandonment scenarios and drill down more into causes (also include other purchase errors) Highlight the areas for better purchase conversion |
