Customer experience still matters in online spaces, user experience monitoring gives teams the edge they need to provide the quality users expect.Whether you call it end-user experience monitoring or user experience monitoring, getting insight into how your customers struggle with your product is the first step to improving. If you’re not already monitoring user experience, we created this simple guide to help you get into the habit and start identifying Key Performance Indicators (KPIs) for your website or application’s user experience.
So, how do you monitor user experience?First, you need data on your current user experience. It starts with three important dimensions:
- Availability: Can customers reach the website or app?
- Functionality: Is the website or app running the way it’s supposed to?
- Latency: How fast is the website or app running?
Using synthetic testing in user experience monitoringSynthetic testing is an essential part of any monitoring system, but it’s absolutely necessary for testing user experience. You won’t be able to answer the question of whether your systems are functioning the way they should without synthetic testing. Both single request and multi-step synthetic testing create a better view of your product’s functionality than strictly monitoring the health of your devices. We suggest using multi-step synthetic testing combined with single request tests for user experience monitoring. The single request checks will give you the basic availability data, while multi-step synthetics can provide teams with information about common user interactions such as completing a purchase or logging in.
Multi-step synthetic checks allow you to check various user experiences on your website or application, and often, a single test can exercise several parts of your product at once. However, it’s important not to over-complicate your checks so that they’re not returning alerts like, “step 15 out of 30 failed” which are often difficult to debug. Instead, focus on very specific tasks which will make it easy for you to determine where the issue occurred, and what infrastructure might need maintenance. For example, a multi-step check which adds an item to cart and completes a purchase on your website. This type of multi-step check monitors several key parts of the user experience and also website functionality: User Experience:
Tip: Give your multi-step checks very specific tasks to complete to prevent over-complication.
- Logging into a customer account
- Navigating the website
- Adding items to cart
- Paying for an item using a credit card
- Login is functioning properly
- Moving between pages on the website
- Items can be added to the cart
- The payment portal is accepting credit card payments