What is a User Action?

• Introduction
• Benefits of User Action
• Use case

Introduction

User Actions, as the name indicates, enable you to track your end users' actions and analyze their behavior on your application. With User Actions, follow your end users' progress and behavior, even if they do not engage with Whatfix content. For example, consider a Flow that guides users to an end goal. Users may follow some steps of the Flow, but once they understand the process, they may close the Flow and still complete the task. User Actions track how many users complete a task, regardless of their engagement with the Flow.

User Actions also track behavioral data regarding user interactions within the application. The collected data provides insights into user interactions for organizations.

The insights from User Actions enable various teams, including product management, customer success, digital marketing, customer support, and more, to make data-driven decisions. User Action data appears directly on the Whatfix Analytics Dashboard. Based on insights from User Actions, you can engage the right groups of users to efficiently drive business growth and understand user behavior.

Benefits of User Action

Understand user responses and infer feedback

End users interact with the application in various ways, performing multiple tasks daily. A predictive mechanism to understand user journeys remains a priority, but taking small steps to convert User Actions and understand user feedback is essential. End user engagement within the application provides feedback that enables organizations to intelligently understand users and make changes based on their behavior.

Drive intelligence by discovery

User Actions provide an advanced method to understand users and how different user segments utilize the application. Multiple teams can discover insights based on user interactions. This serves as the connecting link between customer experience and key business metrics.

Make data-driven decisions

User Actions enable data-driven decision-making at every point. All product decisions and changes in application design or usage derive directly from the data collected through tracked actions.

Use Case

Goal Management

Goals enable the achievement of business KPIs for organizations. Often, end users claim to have completed assigned tasks as part of the application journey, but the Task List may not reflect task completion, leading to support calls or tickets.

For example, consider an onboarding Task List with three tasks: update profile name, address, and upload documents. These tasks represent onboarding goals. Using the Goal management capability, organizations can map a Goal to a task and obtain the actual task completion rate from end users. A task is considered complete if accomplished via Flows in the Task List or if end users complete it without in-app assistance.