User Experience Analytics on Widgets/Tours

[BethanyMcCool]

I'm looking to better understand engagement in utilizing specific widgets, like My Active tasks, or other portions of the service portal homepage such as tours. Or, when a user selected a quick link or an item under the popular topics. Has anyone edited widgets to add a custom event to the user experience analytics to be tracked? Did you find this beneficial, or more hassle than it was worth to maintain a cloned widget?

[Mark Manders · Accepted solution]

Maintaining customization is always something you will need to keep in mind. Is it worth it for the goal you want to achieve? What will it bring you to see if a user clicks on a link? If you think it helps you, make the customization. To be honest: it's not going to tell you anything, because you are going to make assumptions, without asking the 'why' question.
I think it would be better to use surveys and really ask people about specific parts. 'Do you use the links?' If not, why not? And the answer will probably be that they put them under their own favorites. This will not make you removing the links, because new people still need them and if the company changes them, people will get back to the portal to find the correct ones.

Same for other widgets. Looking at how often they are used by (unique) users, will only give you numbers, without knowing the 'why'. 
And with that you will need to check on them on every patch and upgrade. Again: if it's worth it, do it. I just wouldn't.