Frequently Asked Questions (FAQ)

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Contents


General FAQ

How to install UsabilityTools on my website?

To use Conversion Suite tools you (or your IT team) need to paste a short JavaScript tracking code to the code of your website. It is required to install separate scripts for each project in each tool. Read more on script installation.

User Experience Suite does not require installation on the website - you just need to distribute the study to the participants.

Are there any software requirements for using UsabilityTools?

For comfortable use of Software you need: over 1 gigahertz (GHz) or faster 32-bit (x86) or 64-bit (x64) processor 1 gigabyte (GB) RAM.

Please note that the above may not be true when using an old browser.

Does UsabilityTools work with Flash/Silverlight websites?

Click Tracking will record clicks over such components correctly. Currently it's not possible to test such websites in Web Testing (UX Suite).

Does UsabilityTools work with secure https sites?

Yes, it does.

Can I share my results with other team members or clients?

Yes. Click 'Share' button on Analyze step. In a popup you will find a link to the results of the project. Copy it and sent to your clients or team members. Under the field with the project link you can also add a short description.

The shared results are read-only - nobody who doesn't have an access to your account can change anything in the project.


User Experience Suite FAQ

General User Experience Suite FAQ

What is a template?

Templates are ready-to-use projects you can customize. To create a project from template click 'Create new' and choose 'Use template' option.

How can I send out the study to my respondents?

Open your project and click on 'Collect' tab. At the moment you have 2 options of publishing your study:

  • "Share link" - copy it and send out to you participants,
  • "Create popup for website/blog" - copy and paste the code to create a popup on your website,

Alternatively you can buy CINT service to buy panelists to your study.

How long do I have to wait for the results?

Results will show up on your 'Analyze' screen at maximum 30 min after respondent ends filling out the study.

Can I modify my project after starting it?

No, you can stop and restart it but you cannot change questions and/or tasks in any module. This mechanism ensures reliability of the data.

If you started you project by mistake or want to repeat your research you can create new project by duplicating existing project.

Survey FAQ

What is ‘skip logic’?

Skip logic allows you to create logical conditions that would determine which pages will the respondents see in the process of filling out your survey.

It allows you to ask paricular questions to particular gorups of people (depending on their previous answers).

Card Sorting FAQ

What’s the difference between open and closed cart sorting?

An open card sorting test is a test in which respondents sort the cards into their own categories. The number of categories and their names is up to the respondents.

A closed card sorting test is a test in which the respondents sorts the cards into pre-made categories. The categories are created by you during the 'Design' step.

How many participants do I need to get reliable data?

Remote Card Sorting is an unmoderated test. We recommend at least 10-20 participants. In closed card sorting test - 50-60 participants to get reliable data.

Web Testing FAQ

What kind of information do I get from the Web Testing?

It really depends on your invention and the tasks you will create.

As a result of each task you will get the following metrics:

  • Average time spent - how much time does it take on average to complete the task; for example: if task completion takes a lot of time it can be a sign that some features or functions are not easy to understand or hard do discover.
  • Average page views - how many pages on average users went through to complete the task; for example: if the amount of pages is high it can be a sign that some information information on your website is hard to find.
  • Successful - displays the number of users who completed the task on the sucess url page Failed - displays the number of users who hasn't completed the task on the success url page but on some other or were on the wrong page it clicked 'Success' button.
  • Abandoned - displays the number of users who drop out of the task for some reason

Can I use web testing without using proxy?

Yes, you can. But you have to attach special tracking script to site, more detailed instructions can be found here.

Click Testing FAQ

What’s the difference between 'multiple clicks tasks' and 'one click tasks'?

Multiple clicks tasks allow respondents to click on as many points as they want during the test. One click tasks allow to add only one click.

Conversion Suite FAQ

General Conversion Suite FAQ

What is tracking script and how do I use?

Tracking script is a small piece of code you need to put on your website so UsabilityTools can track the data. Learn more at tracking script guide.

How long do you store the data?

We keep Click Tracking heatmaps and Form Tester data forever. Visitor Recording data is being kept for 30 days.

Click Tracking FAQ

What is a heatmap? How should I read it?

The heatmap is a visual representation of intensity data over a particular region. In terms of Click Tracking, it shows e.g. how much clicks did a particular area of your website receive. The the more red the color of the area is - the more clicks the area received. The areas with the least clicks will have the most bluish color. There are two main types of heatmaps available - clicks - which shows the density of all clicks, and hovers - which shows where the users' cursors spent the most time over.

How can I navigate to heatmaps of other pages on my website?

The website displayed under heatmap is clickable - you can navigate to other pages just as you would do normally. The same applies to dynamic elements like navigation, popups of dialogs invoked e.g. by clicks.

What are Heatmaps for elements? How should I read it?

"Heatmap for elements" lets you generate heatmaps for particular HTML elements of your website. You will also be shown with the number of clicks on it. To show a heatmap for element click the "viewfinder" icon and drag it onto the element of your interest.

What is a Attention map in Click Tracking? How should I read it?

Attention map shows you which parts of your website was the most attention drawing in the vertical manner. The more intense the heatmap is the more time users spent looking at this particular part of the screen.

You can get the detailed information of each position by clicking "Show tooltip" button and hovering over the heatmap.

What is a Grid in Click Tracking? How should I read it?

On a standard heatmap it is generally easier for humans to spot a small, very intense, red spots of clicks - but sometimes it might be misleading, as a slightly bigger areas that on standard heatmap would appear yellow did in fact draw more clicks that the smaller, red point. The grid helps to spot those situations. The clicks within rectangular cells of the grid are summed up. The more clicks the cell (rectangle) received - the the more intense the heatmap color is.

What is contrast? When I should use it?

If your website has particular area that draw the very most part of clicks, the analysis of the rest of the page might be troublesome. In case you would like analyze two other parts of the page and compare them - they might seem even in therms of color as the most popular area outweighted the scale.

In this situation you can use contrast slider. By making the contrast stronger, sometimes you will be able to spot the difference between the two elements that initially seemed identical.

What does “Views” mean?

It is the total number of individual page loads. One visitor can visit a page multiple times. Each visit is a separate page load - all of them are counted into "Visits". Please note that the visits are counted from all of the pages the tracking script is attached to. Each visit uses up credits.

How can I filter the data?

You can use "Filter" feature on "Clicks" tab. It is located in the bottom right corner of the page. You can filter by:

  • Time period
  • Time of the day
  • Screen resolution and
  • Referral website

What if I change something on the website after the Click Tracking project is started?

The new clicks will still be added to the existing data and if the change involved general layout changes - the data will be inconsistent and not fully valid. We recommend not to make any changes to the website while the project is in progress.

Do the clicks appear on the heatmap in real-time?

Each time the heatmap is generated it includes the most current data. The only delay that might appear may be due to delays on the line. The heatmaps visualize all of the gathered data.

What if I have a dynamic element on a page (that shows after a click)?

The website displayed under heatmap is clickable - you can invoke dynamic elements (like popups or dialogs) as normally - just by clicking on it or performing other actions that would normally make it show up.

There is also "Heatmap for elements" tab where you can get heatmaps (and number of clicks) for each HTML elements on your website.

Visitor Recording FAQ

When will I see the results?

The data will start rolling into our database as soon as the visitor starts using your website. Nevertheless, there is 30 minutes delay after you'll see the results on your analyze screen - this is the time we wait for the visitor after he/she stops using your website in case he/she comes back and resume browsing.

If you don't see any data at all for more than 30 minutes after somebody uses your website - you might also want to check if the tracking script is properly attached to your website.

How long are the recordings stored?

The recordings are stored for 30 days. Recordings that are older than 30 days are deleted daily.

Form Tester FAQ

Do I have to attach separate tracking scripts to each or the forms on my website?

It is not necessary. The tracking script will track every web form on pages that it is attached to.

When will I see the results?

The data will start rolling into our database as soon as the first user starts filling in the form. There is 30 minutes delay after you'll see the results on your analyze screen - this is the time we wait for the user after he/she stops filling in the form in case he/she just paused and wants to return.

If you don't see any data at all (including the forms themselves) - you might also want to check if the tracking script is properly attached to your website.

Voice of Customer FAQ

Voice of Customer FAQ

Do animations slow down my website?

They are implemented in as simple as possible manner (CSS animations) and should not have any noticable effect on the speed of your website.

How can I check that script is collecting data correctly?

If the widget appears on your website - the script is attached correctly and collecting data.