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The role of CX/ UX analyst and digital tools
Errors, bugs, and problems have become a part of everyday life in the software world. However, when you think about it, errors are an opportunity for improvement. That is why problem analysis is important when it comes to software products and development. It is a technique of analyzing errors to improve the quality of your product. Many companies use open-source or commercial software to help them solve such problems.
But which one is right for you? Let us explore this further.
Error and Problem Analysis
Error and Problem Analysis are a part of the design and development process. Most strategies are towards identifying problems and building products and solutions to address those problems. While doing so, disconnection in the tasks, “Call-to-actions” and the user journey could be faced with errors and problems either created or those arising out of technology choices. There are plenty of well-known and highly respected commercial solutions and they have equally competent open source or freemium solutions in the market.
Knowing about the advantages and disadvantages of both open-source and commercial will help in deciding on which way to go or also choose a hybrid strategy of a mix of both worlds.
Analyzing the situation
The starting point for any error and problem analysis is for the product team to have a clear idea of the real user situation, identifying and fixing the issues existing within the applications. A user usually notices the flaws in the applications after using them for a long time or having great success with the product. The key challenge here is that the user’s perception keeps changing regularly. The right thing to do is to monitor and test users of the application as to how they are interacting with your digital product, website or services. The level of errors increases whenever a problem or any issue arises. The process of finding out the root cause of an error is a very complicated and an in-depth process. The goal of the user journey, the action and reasoning for that action changes many times throughout the whole interaction journey with a brand and that is the hard part.
Available Key Components of CX / UX Analyst for error and problem analysis
A CX/UX analyst’s job is to analyze and evaluate digital interfaces like applications, software, solutions, products, websites, etc. They make sure to examine all the requirements of a client and study user behavior that helps in building an intuitive User Interface. This is done to eliminate the existing errors that may stand in the way of usability and diminish the number of steps a user may take to complete a task.
To assess the quality of a user experience during analysis, these four components should be taken into consideration during the process:
- Success rate
The Success Rate metric indicates if a user is able to achieve the task they were supposed to complete. Success rate should tie in with the conversation, time taken and “stickiness” of the interface’s ability to give the user a delightful experience along task flow form onboarding to a measurable success at exit.
- Time
The time is taken by a user to achieve the desired task they had in mind. Lesser time taken meant that the user had no difficulty at all. Time also shadows the familiarity, recognition of “what is the next call-to-action and fluid workflow.
- Error Rate
Error Rate metrics refer to the total number of times a user has experienced an error at a particular time limit. For example, when a student finishes filling up credit card information into the fee payment system of the website. But the payment transaction fails a few times without any prompts or reasonable feedback for failure, this would be considered as an error experience.
- Contentment of customers
This metric measures the satisfaction level of a customer after using a product or a service using a survey. The highest score of the survey states that the customer is very satisfied. The lower score indicates the disappointment of a customer.
These metrics helps a CX-UX analyst in understanding the interaction between a user and the product or service and also recognize the key components needed to improve the errors during the development.
How can a CX/UX analyst solve problems?
CX/UX analysts are responsible for understanding data, analysing the CX/UX journey and making timely recommendations and building sets of requirements of any web application or software. Their skill allows them to point out and understand the data related to the experience in all its form, including collaborating with other members of the team. These skillset includes:
- Analysis
The first step for any CX/ UX analyst is to identify, analyse and resolve any complex problems. THe post pandemic skills include using digital autonomous CX/UX analytic tools like Omniscopy to recognize, understand and synthesize data, recognize its meaning, determine the metrics, understand the user interactions, come to a conclusion and provide recommendations. Data size being massive it is humanly impossible to draw hypotheses at the speed at which an AI tool like Omniscopy would produce output..
- Research
Research is the ability to spot the needs of a customer, stay updated with the market, collect and assess user data along with detecting anomalies and insights into where , when and why these anomalies occurred, including discovery that probably an opportunity lies within the digitally unknown. Research is essential for exploring the areas that would require more room for improvement and recognize flaws in time and with the help of digital tools resolves these eros and problems at scale, across regions. Ultimately a digital tool for analyzing and creating real time transformational experience recommendations help companies develop better products and services for their customers.
- Communication
Communication is an important component when it comes to error analysis. It is an important factor for a CX/UX analyst to maintain timely communication with the various team members while presenting their analysis, ideas and active research findings during the process. This will be easier for them to come to a final decision on how to improve the product or service. This is where features such as live comments, chats and real-time tagging features seen in Omniscopy have proved to be a boon to accelerating resolution success, timely fixes and business continuity.
This is just tip of the recommendation. we invite you to a open office hour with our core development and CX / UX specialists for a free 30 mins session. Write to us today https://omniscopy.com/request-a-demo/