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Friction Analytics

Overview

HCL Discover provides a number of OOTB dashboards delivering valuable insight to individuals within IT, performance, commerce and marketing teams.

Friction Analytics is FREE

Friction data insights and scoring is FREE to any HCL Discover customer. The is no charge for Friction Analytics.

Friction analytics involves identifying and analysing points of resistance or obstacles within business processes and customer journeys. By pinpointing these friction points, businesses can streamline operations, enhance efficiency, and improve overall customer satisfaction. The benefits to businesses include:

  • Increased operational efficiency - you can place your resources where the greatest impact can be made
  • Reduced costs - fewer emails, support or call centre calls
  • Higher customer retention rates - higher customer experience scores mean customers are happy

For customers, friction analytics leads to smoother, more enjoyable experiences, fostering loyalty and positive brand perception. Ultimately, leveraging friction analytics data points helps businesses create a more seamless and satisfying customer experience, driving long-term success.

The OOTB Friction Analytics dashboards and their reports deliver immediate data driven customer friction scoring and focus highlights ensuring your teams are targeted at resolving issues that deliver real customer impact.

What's OOTB

  • 1x dashboard | 16 reports | 1x Session List
  • Individual visitor drill-down enabled for session level replay

Included Reports

included with Friction Analtytics are 16 reports

  • Friction Score (AVG) - Calculated score based on friction seen during a visit
  • Friction Score, Week View (AVG)
  • Visits with Friction - Visitor session that encounter a friction type
  • Visits with Friction (%)
  • Visits with Friction, Week View
  • Friction Visit Breakdown
  • Friction Count (per Page) - Simple increment of value when friction is seen by page
  • Friction Types - Grouping of friction types seen
  • Visits with Rage Clicking - Visits where frustrated mouse clicks were seen
  • Visits with Dead Links - Visits where links clicked never had any action
  • Visits with Excessive Hover - Visits where the mouse hovered excessively long
  • Visits with Excessive Scrolling - Visits where scrolling the page excessively was seen
  • Visits with Excessive PageLoad - Visits where page load times are excessively high
  • Top 5 Paths with Rage Click - Top site paths with Rage Clicking
  • Top 5 Paths with Dead Link - Top site paths with Dead Links
  • Top 5 Paths with Excessive Hover - Top site paths with Excessive Hovering
  • Top 5 Paths with Excessive Scrolling - Top site paths with Excessive Scrolling

How it Helps Teams

Friction Analytics provides both scoring and related data behaviour breakdown reporting. Friction scoring indicates a degree of visitor frustration encountered when browsing on a particular pageview or during their session visit.

Use Friction scoring to:

  • Quickly identify specific sections of the site, or entire visits to identify where a high level of friction was seen. Prioritise your resources around this.
  • Drill-down through the reporting to visualise through Replay the visits with issues. Find and fix with immediacy.
  • Monitor Frustration score over time to track UI/UX improvements.

Team Review

Take the time to review the friction scoring in a weekly or daily team stand-up. Review key visits to prioritise, align and schedule remediation. Review past remedial work.

How to Use

  1. Log into HCL Discover, http(s)://domain/Portal
  2. From the Dashboards navigation select Friction Analytics. If not be visible, select the More... option.
  3. Selecting the View Data Report icon from any report will automatically expand the report.
  4. Links from the Report Table drill-down into session list table where individual visitor journeys are available for Replay.

Scoring

The Friction Score is greater (or higher) when more friction is encountered during the site visit.