According to a recent blog post on econsultancy, more than half of businesses (56%) rely exclusively on Google Analytics to measure performance of their website (data taken from a survey of almost 900 digital marketing professionals between April and May 2013). This brought to mind a post on our blog from nearly four years ago (www.nomensa.com/blog/2009/web-analytics-tell-me-why/). In that article, we put forward the argument that web analytics alone do not give you the full picture of what is happening to visitors to your website. Web analytics show you what users are doing, but not why they are doing it.
The 2009 article provides some great illustrations of how analytics alone can produce phantom issues. For example, time spent on the website is a commonly used metric, with people often concluding that the longer the time spent on the website the better. However, it could be that people are spending a long time because they are confused or cannot find what they want. Conversely, it could be the case that people are able to achieve what they want very quickly and hence spend only a short time on the site. Either way, in this instance a metric showing visitors spending a short time on the website could falsely be seen as an issue.
Complementing Analytics with UX
Analytics does provide a great way to monitor your site on a daily basis and we certainly use it to provide powerful insight in many of our projects. However, analytics alone, whether simple metrics such as time spent on the website or more complex measures, cannot tell you whether your users are having a satisfying experience on your website. To understand why as well as what your visitors are doing, analytics must be complemented by other research techniques. Web analytics can be used to identify potential problem areas on your website. For example, you changed a form in the checkout process and now your conversion rate has gone down. Or some of your product pages have a much higher bounce rate than others. Or visitors are not clicking on key content on your home page. We often use analytics in just this way - to identify possible problem areas. Having identified a potential problem using the analytic data, we then use a range of UX techniques to understand whether it is a real problem and, if so, how to fix it. In many cases, usability testing or an expert review helps us to understand exactly why users are leaving a page or dropping out of a journey.
- If conversion rates have dropped, usability testing can help uncover exactly why users are struggling;
- If some pages have a higher bounce rate than others, an expert review can help reveal the reasons why;
- If users are ignoring your homepage content, a survey can help understand what they really want to achieve on your website.
The argument that we put forward almost four years ago is more valid than ever - web analytics alone is not enough. The fact that a large number of companies are relying solely on Google Analytics shows that, potentially, there are many digital marketing professionals out there who may well be making poorly informed decisions. Web analytics is a great tool, but do ensure that you complement it with other techniques to ensure you have the full picture. Read the full article "Web analytics tell me why".
- Tracking UX with web analytics
- Web analytics tell me why
- Using health monitoring as a model for social media insight
UX Research is at the very heart of what we do and a key component in any design and build work we do. Getting the research right at the start of your project will ensure that your project will run smoothly and meet the needs of your customers. If you would like to speak to us about how we can help you with your UX research then please do not hesitate to give us a call 44 (0) 117 929 7333 or submit this short form. in the meantime take a look at our UX research services.