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User Actions enable you to track the 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 the understand how to do it, they may close out of the Flow, but still 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. See other use cases described below.
User Actions can also track behavioral data about what users do on the application and this data provides user interaction insights to organizations.
The intel from User Actions can be used by many teams like Product managers, customer success managers, digital marketers, and customer support. You can get this data directly from 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.
Unlike Flows, Smart Tips, and Beacons, User Action is not visible to the end-users.
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. An 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 a connecting link between customer experience and key business metrics.
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 by the actions tracked.
User Action Use cases
Use case 1: Feature Adoption & Trends
Using User Action, you can measure how effectively a feature is being used by your end-users. For example, if you have released five different features you can analyze which feature is being extensively used in your application. Along with the usage, you can also check the number of unique users who engaged with the features. The feature management on usage can be done using the User action Dashboard by playing around with the dates and checking feature usage.
Use case 2: A/B testing
Identify how users adopt different versions of the same feature. Consider you have different options to download a report on the application and you want to understand how users perceive these options (buttons). For Report 1 you have added a Download icon but for Report 2 you have just used a Report button. Based on User Actions you can now compare the interactions on both and make more data-driven decisions that improve user experience.
Use case 3: Release Management
Understanding user adoption for the features of the previous release is always a challenge and this information is not readily available on your fingertips to be checked. With the Watchlist capability in User Actions, you can now mark all the new actions possible as part of the release and check the adoption (going forward) by the end-user. This can also be used to see how successful the release was on the adoption front. New content can be added accordingly based on user interactions, empowering users to be more productive.
Use Case 4: Goal Management using User Actions
Many companies use Goals to manage and check if they are moving in the correct direction. Goals can be set at a user level and also at an Enterprise level. For new users, the Goal can be reaching a specific milestone by directly doing a task or by doing a task using in-app navigation. Using User Action, Goal Management using Tasklist capability can be done and Goals can also be measured directly by using the Task List Analytics dashboard.