UX Telemetry Support with React & JSP
Who would benefit from having metric / telemetry?
Customer
DevOps
UX
- Identify Abnormally
- Spikes
- Performance degradation
- Facilitates Troubleshooting
- Reduce MTTR
- API Usage
UX
DevOps
- Interaction Behaviour
- Task Support
- Customer Support & Help
- Fit for Client-side Technology
Questions & Metrics
Product Use Case
UX
Customer
Questions & Metrics
Interaction Behaviour
UX
Customer
How much use do key features receive as a proportion of all traffic?
% of customers interacting with each key, critical feature or page, sorted by frequency
Which System Settings are being used frequently Vs never used?
- User's interaction with Setting Page
- Product State + Configuration Conditions
Questions & Metrics
Task Support
UX
Customer
To what extent are customers completing a key task (or tasks) in the product?
Rate of completion/ success, sorted by task & Average or of durations to complete tasks
Policy that has configuration turn on for a while but not been assigned to any Computer
- Configuration Conditions
- Clicking journey from when the first open the module to clicking Save
Questions & Metrics
Customer Support/Help
UX
Customer
Which pages, steps, or features are driving visits to customer support or help center?
Visits to customer support pages / help center articles, sorted by the pages/features the visit was generated from
What are the top search terms used on our product help search bar?
Top 25-50 in-product search terms, sorted by frequency
Questions & Metrics
Client-side Technology
UX
Customer
What are the typical viewport sizes and/or screen resolutions for people accessing our features?
Viewport sizes and/or screen resolution, sorted by %
What are the typical browsers and devices accessing our features?
Client browsers and devices accessing the site/features, sorted by % of traffic
The Technical Approaches
Customer
DevOps
BFF
DSaaS
API
Prism
Architecture
Customer
DevOps
Approaches with React UI
Customer
DevOps
- Leverage existing tracking library
- Flexible-scalable solution for tracking
- Can be plugged with any Analytics platform (prism)
Approaches with JSP UI
Customer
DevOps
- Path 1 - Modernize them to API based UI with React
- Path 2 - Be very selective and Inject JS tracking code
Going Forward...
- DS-27366 Telemetry - UI Usage Metric Collection
-
Collaborate with Trix on API endpoint for UX Metrics
- Wiki pages
- UX metrics
- Goals-Signals-Metrics Process
- Narnia Squad (Improve Ops)
- #frontend-dev-guild
Analysing Result
Appendix
Questions & Metrics
Interaction Behaviour
UX
Customer
How much use do key features receive as a proportion of all traffic?
% of customers interacting with each key, critical feature or page, sorted by frequency
What is the navigational behavior of customers? And how do they proceed through important workflows?
Heat maps and/or fallout charts of click streams by page/feature
Questions & Metrics
Task Support
UX
Customer
To what extent are customers completing a key task (or tasks) in the product?
Rate of completion/ success, sorted by task
How long does it take customers to complete frequent and critical tasks?
Average or median of durations to complete frequent/critical tasks, sorted by duration
Questions & Metrics
Product Use Case
UX
Customer
How long does it take them to complete a task on a page?
- Time on task
- Mouse actions
- What addition tasks were performed?
What pushes them over the edge to get help for ? or open a support case?
- What page / feature were they on?
- What were the search terms used to find help?