What is a User Action?

• Introduction
• Benefits of User Action
• User Action Stories and Use cases

Introduction

User Actions, as the name indicates, enable you to track your end users' actions and analyze their behavior on your application. You can follow your end users' progress and behavior even if they do not engage with Whatfix content. For example, let's take a Flow that guides the user to an end goal. Users may choose to follow some steps of the Flow, but once they understand how to do it, they may close the Flow but still go on to complete the task. User Actions can be used to track how many of your users completed a task, irrespective of whether they used the Flow or not.

User Actions can also track behavioral data about what your users do on the application. The data collected provides user interaction insights to organizations.

The intel from User Actions can be used by many teams, for example, product management, customer success, digital marketing, customer support, etc., to make data-driven decisions. User Action data can be viewed directly on the Whatfix Analytics Dashboard. Based on the intel from User Actions, you can now take steps to engage the right groups of users to efficiently drive business growth and understand user behavior.

Benefits of User Action

Understanding user response and inferring feedback

Your end users interact with the application in different ways as they need to perform multiple tasks on the application on a daily basis. Having a predictive mechanism to understand a user journey remains our North Star, but taking small steps here to convert the User Actions and understand the feedback they want to give is something we can resolve. End user engagement on the application is a way to give feedback that can be used to intelligently understand the users and make changes based on their behavior.

Driving intelligence by discovery

User Action is an advanced way to understand users and how different user segments use the application. Multiple teams can be enabled to discover insights based on user interaction. This is the connecting link between customer experience and key business metrics.

Data-driven decisions

Now with User Actions, you can take decisions that have a data-driven platform at every point. All the product decisions and application design/usage changes can be taken directly from the data derived from the tracked actions.

Use Case

Goal Management

Goals help achieve business KPIs for your organization. Often, end users claim that they have completed the assigned tasks as part of the application journey, but the Task List still does not show the task as completed, which often leads to a support call or a ticket.

For example, Consider an onboarding Task List with three Tasks: Update Profile name, Address, and upload documents. These tasks are the onboarding goals to be achieved. Using the Goal management capability, a Goal can now be mapped to a task, and you can get the real task completion rate from your end users. A task is considered completed if it is done via Flows in the Task List or if end users do it with no in-app assistance.