Using data to improve guides in Q2 Discover
Your in-application guides are essential to successfully communicating with your users, but there is a risk of overloading your users with excessive or unnecessary guides. This section provides best practices to help ensure you're leveraging data to create guides that are helpful, impactful, and drive user behavior.
Using product usage data to identify opportunities
You can leverage product usage data to inform the type of guides your users need, which users need specific guides, what content a guide may lack, and where in the product a guide should be included.
Examples of how to leverage product usage data to identify opportunities
-
Product usage data allows you to identify the behaviors of your most successful users, which you can leverage to build an onboarding walk-through guide that emphasizes product areas that your most successful users used to navigate your product.
-
You can use product usage data to determine where your users are least successful when navigating your product. Determining where your users get stuck or exit a workflow can help inform which contextual help guides are needed and who to target with them.
Using data to segment guides
To avoid overloading your users with guides irrelevant to their immediate goals, create segments based on user metadata and user behavior.
Examples of how to segment guides
-
Target users who will find the most value with a feature that has low adoption by those users.
-
Target guides that show how your products and services can work for your free product users as a way to increase interest in your paid products.
-
Target net promoter score (NPS) users with guides asking for customer testimonials or to participate in beta programs or user testing.
Measure and iterate guide performance
Regularly check on the performance of your guides and adjust as needed. You should leverage guide usage data to inform a guide's type, location, audience, and content. In some instances, the data may make it clear that the guide is no longer necessary and may need retired or revamped.
Examples of what to identify in guide usage data
-
Determine if users have begun adopting relevant features since engaging with the guide. If not, revisit the guide to ensure the type, location, audience, and content are all working together towards that goal.
-
Determine if users are completing an onboarding walkthrough, or are there areas where they get stuck or exit a workflow?