3 Tips to Improve User Experience in 2019

A new year typically brings a time for reflection and improvement. For many businesses, one goal that is likely top of mind in 2019 is improving the user experience. In a recent report by Dimensional Research, Improving the User Experience and the Bottom-Line, 99% of surveyed companies indicated that they expect business benefits from an improved user experience, including reduced support incidents, retaining customers, attracting new customers and increased profitability.

But for many, gaining insight into user experience and the user journey is still a major challenge. If improving user experience is a goal of yours this year — here are three tips to help:

1. ELIMINATE MONITORING BLIND SPOTS

Today’s customers interact with applications across various channels and devices (Web, mobile, wearable) — and often times may start a transaction on one device and finish it on another. Yet traditional monitoring solutions may only provide insights into one platform or not capture all the necessary metrics — causing blind spots in the user journey.



Dimensional Research, Improving User Experience and the Bottom-Line, December 2018

In order to eliminate these blind spots, you should look for a monitoring solution that is able to provide end-to-end visibility into user experience from the front-end device to back-end systems. It’s also important to have detailed insight into the user journey, being able to track metrics like user flow, duration, device type, drop-offs and transactions completed.

By tracking these metrics, you’ll be able to gain a better understanding of who your users are and what they are trying to achieve.

2. REDUCE DEPENDENCIES ON IT AND DEVELOPMENT TEAMS

Another challenge most organizations face today is managing the influx of data (often coming from various disparate tools) and making that data actionable.

Often times, collecting and analyzing the data requires an expert and places heavy dependencies on both IT Ops and Dev teams. For example, to gain user segmentation metrics, many solutions require advanced coding and tagging from developers — which is both time-consuming and may not always be considered a priority.


Dimensional Research, Improving User Experience and the Bottom-Line, December 2018

In order to help automate and reduce these dependencies, you should consider adopting a solution with AI and machine learning capabilities to help reduce the noise and provide immediate context into performance and user experience.

In fact, according to the Dimensional Research study, 74% of companies are already using AI and machine learning today and 83% are planning to implement AI over the next two years.


Dimensional Research, Improving User Experience and the Bottom-Line, December 2018

3. SHIFT TO A PLATFORM MONITORING APPROACH

Shifting from disparate tool sets to a platform approach is also key to understanding and improving the user experience. Many organizations today rely on multiple tools in attempt to gain full visibility into the user experience – according to the research study, 72% of companies are currently using at least 2 or more monitoring tools. That number then jumps to 82% for those who are looking to track the user entire user journey across devices.


Dimensional Research, Improving User Experience and the Bottom-Line, December 2018

To reduce tool sprawl, organizations should shift to a platform monitoring solution which is capable of ingesting data across application, infrastructure and network services to provide teams with a single source of truth for performance and user experience.

CA Digital Experience Insights is an AIOps-driven platform which correlates data across users, applications, infrastructure, and network. CA Digital Experience Insights can ingest data from not only CA monitoring tools but also any of the third party tools on the market — providing a single, unified view of performance and user experience that can be leveraged across teams in your organization.

For more information on the research, check out the full report here or learn more about how CA AIOps solutions can help you improve user experience by visiting www.ca.com/dxi.