Navigating the User Experience Analytics application
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Summary of Navigating the User Experience Analytics application
The User Experience Analytics application in ServiceNow enables users with the appropriate viewer roles to analyze aggregated user interaction data across all or individual applications within an instance. It provides insights into user behavior, session metrics, and application usage trends to inform decision-making and improve user engagement. Access the application viaAll > Platform Analytics > User Experience Analytics. Note that user metrics are only tracked if the tracking consent policy is enabled.
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Application Views and Navigation
- All Applications View: Offers two main tabs:
- Overview: Displays aggregate usage metrics such as Active Users, Sessions, Average Session Duration, and usage per individual application within a defined timeframe. Filters enable customization by date, user type, location, and more.
- Events: Allows filtering and examination of tracked user interactions across all enabled applications.
- Individual Application View: Provides detailed analytics for a selected application, organized into:
- Analysis Modules: Including Retention (user return rates), Cohort Analysis (custom user groups and behavior sequences), Conversion Funnel (task completion and drop-off analysis), and Navigation Paths (user journey visualization).
- Data Foundation Modules: Covering Users, Sessions, Events, and Pages, each offering lists that can be filtered, drilled into, and exported for deeper insights.
Key Features and Interface Components
- Applications List: Select from registered web and mobile applications or view aggregated data for all applications.
- Selected Application Tabs: Choose from Overview, Analysis, or Data Foundation to access specific analytics.
- Filters: Default and customizable filters (e.g., date range, user type, location) tailor the data display according to business needs.
- Metrics Visualizations: Interactive sections display total active users, sessions, top pages, and provide trend analysis by selecting specific visualizations for deeper exploration.
Important Metrics Explained
- Total Active Users: Counts all users, including new users with first sessions within the selected period.
- Sessions: Total number of user sessions, with average sessions per day.
- Average Screens/Session: Average number of pages or screens viewed per session.
- Average Session Duration: Average time users spend per session.
- New vs Returning Users: Percentage breakdown of first-time users and those returning for subsequent sessions.
- App Versions and Adoption: Tracks installed app versions and the adoption rate of new versions based on session segmentation.
- Session Duration and Hourly Usage: Distributions of session lengths and average app launches by hour to identify usage patterns.
Practical Benefits for ServiceNow Customers
This application empowers ServiceNow customers to:
- Gain comprehensive insights into user engagement and application performance.
- Identify areas for improving user retention and conversion through detailed funnels and cohort analyses.
- Monitor adoption rates of app versions to manage updates effectively.
- Use customizable filters and detailed data exports to tailor analytics to organizational needs.
- Visualize user journeys and behaviors to enhance user experience and application design.
Understand how to navigate the User Experience Analytics application, including the All Applications and individual application views.
Users with any User Experience Analytics viewer role can access the application by navigating to ..
Different users have different rights and privileges in the User Experience Analytics application. For more information, see Roles installed with User Experience Analytics.
Counters in the User Experience Analytics application contain aggregated user numbers.
Note:
If the tracking consent policy named Disabled is selected user metrics aren't tracked.
All Applications view
When you launch User Experience Analytics, there are two tabs: Overview and Events. The Overview tab allows you to view aggregate usage within a given time frame across all of your tracked applications. There are a number of
filters you can configure to see scores for Active users, Sessions, and Average session duration, as well as a list showing usage by individual application. The Events tab enables you to filter a list of tracked user
interactions across enabled User Experience Analytics applications.
Individual application view
The individual application view has more detailed information for a specified application.
The Analysis menu items provide access to the Retention, Cohort analysis, Conversion funnel, and Navigation paths modules. The Data Foundation menu items provide access to the Users, Sessions, Events, and Pages
modules.
| Module | Description |
|---|---|
| Retention | Visualizes new users and their rates of return and periods between visits. For more information, see User retention. |
| Cohort analysis | Create and analyze custom cohorts or groups of users separated from other users by similar traits or actions. Analyze how many users perform specific sequences of actions, and how often they return to perform specified actions over a given time. For more information, see Cohort analysis in User Experience Analytics. |
| Conversion funnel | Create funnel reports to analyze user completion rates for a specific task to help you understand if users are finding what they need in a timely fashion. View conversion rates, the number of users progressing from one step to the next and the average time for users to advance to each step and complete the funnel. For more information, see Funnel reports in User Experience Analytics. |
| Navigation paths | Visualize and isolate users' journeys through your application, discovering the most and least popular paths. For more information, see Navigation paths. |
| Module | |
|---|---|
| Users | A list of users that you can filter, drill down into, and export. |
| Sessions | Visualizations illustrating the number of sessions in a specified period, trend and breakdown analysis, and a list of sessions that you can filter, drill down into, and export. |
| Events | A list of configured events such as page navigation and menu selection that you can filter, drill down in to, and export. |
| Pages | A list of visited pages on your instance that you can filter, drill down in to, and export. |
| Feature area | UI component | Description |
|---|---|---|
| 1 | Applications list | List of registered web and mobile applications. You can select from these views:
|
| 2 | Selected application | The Overview, Analysis, or Data Foundation item you've selected. In the example, Overview is selected. |
| 3 | Filters | Default filters you can use to limit the data, including Date Range, User type, and location. Use the Add Filter option to add more filters to the page. For more information, see Filtering pages. |
| 4 | Total active users | Shows Active users, new users, and the average number of sessions per user. Select any visualization in this section to view the trend analysis for Active users. |
| 5 | Total sessions | Shows the total number of sessions, the average page views per session, and the average session duration. Select any visualization in this section to view the sessions trend analysis. |
| 6 | Top pages | List of pages with the most views and most sessions. Select any entry in the list to dive into the views and related information. |
Metrics across all applications
You can view basic application usage and event details for all applications within an instance. Select All Applications from the applications list to see these metrics simultaneously.
| KPI | Description |
|---|---|
| Total Active Users | Total number of users, including new users, whose first session occurred within the specified time period. |
| Sessions | Total number of sessions that have occurred, and average number of sessions per day. |
| Average Screens/Session | Average number of pages or screens viewed and actions performed per session. |
| Avg. Session Duration | Average time spent across sessions for all users. |
| Total Sessions | Total number of sessions performed daily, weekly, and monthly. |
| Users | Total number of daily, weekly, and monthly active and new users. |
| New / Returning Users | Percentage of users whose first session occurred within the specified time period, and percentage of those users who subsequently started a second session. |
| App Versions | App versions installed by users for the selected platform(s). |
| App Version Adoption | Shows session segmentation between different versions of the app. For example, if a new app version was released yesterday, and today shows 10% of all app sessions, the current adoption of the new app version is 10%. |
| Session Duration | Percentages of sessions segmented by their length/duration. |
| Hourly Usage | Average number of app launches that occurred at a specific hour of the day over all days. |