WAKEFLY WEBSITE USER EXPERIENCE AUDIT

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1 WAKEFLY WEBSITE USER EXPERIENCE AUDIT Is your website properly optimized to provide the best user experience? BEYOND EXPECTATION

2 USER EXPERIENCE AUDIT SUMMARY The user experience audit provides insight to how your users currently interact with the website and how you can optimize their experience. A critical piece of this is to view the site from the user s perspective. The audit will uncover areas that make it difficult for the user get what they need from the website. Two focus areas for your user experience audit: Customer Experience Audit: A customer experience review is a behavioral analysis of the way your users interact with your website. This is done from the customer s standpoint and is broad in scope and will identify opportunities for improvement. Goal Optimization Audit: A goal optimization review is a targeted review of how users interact with your site in relation to specific goals and activities. In this case, you are directing Wakefly to look at specific tasks and activities and we provide recommendations for improvement. At the end of the project, you will be provided a list of recommendations for improvements that may include areas to A/B test, landing page optimizations, navigation changes, CTA changes, content changes, etc.

3 PROCESS 1. The project will start with an initial interview with the client stakeholders to develop the focus area definition document. This document sets the boundaries to what areas of the site will be reviewed. This step needs a formal approval from the client before proceeding. 2. Any tool snippets required are installed on the website. 3. While HotJar starts collecting information, Wakefly will analyze Google Analytics to understand behavior flow, goal funnel completions, and multi-channel attribution. Finding will be summarized in a client facing report. 4. After enough data is collected within HotJar (anywhere between 2-4 wks), video recordings will be reviewed, tagged & categorized per the focus area definition document, and a summary of the findings will be prepared. Video examples of the findings will be shared with the client. 5. A summary of recommendations will be developed. 6. The reports, videos, and recommendations will be presented to the client to discuss next steps.

4 RESEARCH TOOLS The audit will a combination of tools to perform the review. The tools used and the degree to which they are used are determined by the needs of the specific project. Other tools may be leveraged based on the needs of the project and will be discussed at the project start. Some tools that may be used are: GOOGLE ANALYTICS A detailed review of behavior flow, goal funnels and multi-channel attribution will be performed. These are powerful reports that can highlight what areas should be investigated further. HOTJAR This tool records a user s mouse movements and page clicks throughout their web session in a video. The videos are then reviewed, tagged, and categorized. Individual video sessions can be shared with you so you can see exactly the problems that users are having. The videos are then combined with the generated heat maps and scroll maps to provide a clear picture of where opportunities for improvement exist.

5 DELIVERABLES At the end of this project, the following deliverables may be provided and are dependent on the approach and purpose identified at the beginning of the project: Focus Area Definition Document Behavior Flow Analysis Goal Funnel Analysis Multi-channel Attribution Analysis Website video examples of problem behaviors Recommendation Summary To set up an usability audit, please contact your account manager or us at wakefly.com BEYOND EXPECTATION