Summary
Best practices for setting up your Profiles and how to 'Score" and "Weight" them
How this helps
Proper setup of your Profiles and Engagement Scores is important for accurately measuring how users interact with your product.
Why is this important?
Profiles, and the Engagement Scores within them, serve as the foundation for all engagement measurements in Accoil. When setup properly, a Profile ensures that the data you collect is meaningful and actionable.
Armed with meaningful data, you can identify key user behaviors and trends at account- and user-levels. This helps you make informed decisions about how you'll go about influencing their behavior to increase adoption, activation, retention, etc.
Here's a comprehensive guide to setting up your Profiles and Engagement Scores.
Determine the number of events in each Profile
Optimal range of events tracked: Aim to track between 10-20 events. These should be the most significant events in assessing engagement. You know your product well. What are the events and actions that you want users to take?
Don't track too few events: While some successful models use as few as 5-7 events, having too few events in a Profile can limit the diversity and accuracy of your engagement scores.
Avoid overloading: Including too many events can make a Profile complex and difficult to manage. Focus on events that truly reflect user engagement. Aim to include interactions with your product’s core features.
Weighting events in your Engagement Score
Advanced Events (Weight 7-10): These are used by your most experienced users and should be given the highest weight (7-10). The correlates to Very important events on the scoring screen. These events are used less frequently, but are important for identifying power users.
Core Events (Weight 4-6): These are your product’s main features that fall between advanced and common events. They should have a medium weight (4-6) as they represent a typical user’s interaction with your product.
Common Events (Weight 1-3): Events like logins, which are triggered by almost all users, should have the lowest weight (1-3) or no weight at all. This correlates to Slightly important events. They don’t provide significant insights into user engagement.
Note: Assigning a weight of 0 to an event means it will not be included in the Engagement Score calculation. If you feel that an event weight is 0, consider removing it from your Profile.
Incorporating qualitative data
Product engagement data isn’t the only signal to pay attention to. Direct feedback from customers and users is important in developing a full picture of how customers leverage your products.
Surveys and Customer Conversations: Use insights from surveys and direct customer conversations to identify which features and events are most valued by your users. This qualitative data can provide context and depth to the quantitative data you collect.
Feedback from Frontline Staff: Frontline staff often have valuable insights into user behaviors and preferences. Their feedback can highlight important events and features that might not be immediately apparent from data alone.
Regularly Update Your Profile
It is very easy to update and iterate on your Profile. In fact, during your first few days with Accoil Analytics, you will likely be iterating on your score quite a bit. When you change or update your scores, it quickly refreshes the calculations that drive all your reporting data.
Monitor and Adjust: Use the Activity tab to identify any unscored events that drive significant engagement. Regularly updating your profile ensures that it remains accurate and reflective of current user behaviors.
Iterate as Needed: In the initial days, you will likely need to iterate on your profile frequently. Accoil allows easy updates to your profile, refreshing calculations quickly without disrupting your data.
Flexibility in Scoring
You can create as many Profiles as you need, but we recommend you start with a general Score that reflects higher level engagement. As you get comfortable with the data, you can build more specific Profiles.
General and specific Scores: Start with a general score applicable to all users, then create more specific profiles as needed. This helps in tailoring engagement strategies to different user groups while maintaining a baseline measurement.
Adjust based on insights: Trust your instincts and knowledge of your product. Adjust weights and events based on what you observe in user interactions and feedback.
Utilizing Support
If you need help or would like specific suggestions for scoring your product, don’t hesitate to reach out to the Accoil support team. We’re here to help with tailored advice to ensure your profile configuration is optimized.
Best Approach Outline
Identify Key Events
List down all possible events.
Select 10-20 events that are most indicative of user engagement.
Weight Events
Advanced (Weight 7-10): High-value features used by power users.
Core (Weight 4-6): Regularly used features central to your product.
Common (Weight 0-3): Basic features used by all users.
Incorporate Qualitative Data
Use surveys and customer conversations to gain insights into valued features.
Gather feedback from frontline staff to highlight important events.
Iterate and Customize
Be prepared to make frequent updates initially.
Develop multiple scoring profiles as needed for different user groups.
Monitor and Refine
Regularly check the Activity tab for unscored but engaging events.
Update the Profile based on observed user behavior and feedback.
Utilize Support
Contact Accoil Analytics support for personalized advice and recommendations.
By following these best practices, you can create a robust and accurate profile in Accoil Analytics, ensuring that your engagement measurements are meaningful and actionable. This will help you better understand your users, tailor your engagement strategies, and ultimately drive the success of your product.