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Archive for August, 2007

everyone hates buying a car

Wednesday, August 29th, 2007

well, maybe not everyone but certainly you can sympathize with the sentiment. We all dream of getting that rare GTO (ok, that’s just me) but the point is, we all dream about owning a great car but not buying them. Why is that? Well, the dealership is a high-pressure sales environment. Every move, statement and eye wiggle is scripted to get us to buy a car.


 "I’ll have to check with my manager"

"What will it take to get you to take this baby home with you today?"

<endless waiting designed to make you willing to do anything to leave>

<forms, upon forms, upon forms>

Any of this sounding familiar yet? Why am I bringing this up and making you sweat, cringe and shiver all at the same time?


 

-glad you asked-

Over on the Lunametrics Blog, Robbin Steif has published part four of her interview with Avinash Kaushik about his book "Web Analytics: An Hour A Day" and at one point she asks

Why do you care so much about the customer experience and discount conversion rate so much? (We can say, p. 340, but you address this elsewhere too) The way that I look at it, there are either other conversions (like applying for a job, or getting help on the website), and the analyst is just forgetting to include those conversions. Or, it’s important that the customer have a good experience so that when he is ready to buy, he will (and it is a long term problem, but it is still about conversion rate.) Or, he will tell other people or write about what a good experience he had, and *they* will come and convert, eventually. So it is still a conversion rate problem. Ultimately, it is always about conversion rate. (Go ahead. Tell me that I’m wrong.)

Avinash goes into a long and informative response detailing why focusing on just conversion rate is a bad idea. For me, it boils down to ‘visitors at your site have all kinds of tasks in mind - other than buying - so optimizing for just one task neglects (or worse) the other visitors.’

However, it got me thinking … well that’s unfair … I had a little flash of an idea and here it is:

"I’ll bet Car Dealerships are massively over optimized for ‘Conversion’"

So, even if you are there to buy, it can be (and often is) a massively uncomfortable experience. If, instead of optimizing for conversion, you optimize the user/consumer experience in effect what you are doing is creating a comfortable and reassuring environment where your visitors can feel confident in doing whatever it is they came there to do.

You don’t want to be the car dealership of the online world do you?

Does anyone have a story about how optimizing for the user (versus a metric like conversion rate) had unanticipated positive results? Please share your story in the comments here.

Hey, I’m equal opportunity - if you have a UX horror story share it here too…

Stick It: I Made A Widget

Monday, August 20th, 2007

The Daily Stick

So, my wife has been getting into blogging. Her primary blog is "Naked Insight" (not that kind of naked! get your minds out of the gutter) which is focused on production and marketing in the Entertainment world. Her latest effort is "The Daily Stick" - a collection of memorable quotations. They might be funny, weird, disturbing or disgusting but they Stick with her so she puts them on a virtual sticky note for you. For whatever reason, this got me all jazzed up and I wrote this simple little widget that will display today’s Sticky on your site. It’s really a very simple JavaScript that takes today’s date and parses it into an image URL of today’s Stick.

So, if you think it’s fun, here’s the code to put it into your site (note, provided as-is with no guarantee or warranty):

Update:

Thanks to Derek Anderson over at the Widget Lab, I have updated the script today. Based on Derek’s recommendation I have added some size options to the Daily Stick Widget.

If you leave the id attribute as ‘dailystick’ (as in the above example) the image will be a thumbnail at 128×128 pixels.

Change the paragraph id to "mediumdailystick" and the image will be 200×200 pixels.

Finally, setting the id to "bigdailystick" will display the sticky note in all its glory at 300×300 pixels.

Hey Did You Hear What Peterson Is Doing

Monday, August 20th, 2007

Eric T. Peterson

Web Analytics Guru and all-around nice guy, Eric T. Peterson, is doing a webcast - exclusively for Web Analytics Association Members. The webcast is entitled "Web Analytics Is Easy!", can’t wait to find out what that means but more importantly, there will be an extended question and answer session at the end of the webcast! Ever wish that you could have a sit-down with a luminary like Eric to find out what’s what? Well, the cost of membership to the WAA is probably cheaper than getting Eric on a consulting gig or traveling to an Emetrics summit so it might be easier to get your management to defray the cost on your membership than getting the OK for Emetrics. Hey, you do what you can right?

 

The webcast is next Wednesday, August 29th (yip just nine days away) so hop to it!

 

Disclaimer: I am a Director on the WAA Board

want to be a good web analyst - get your feet wet in production

Tuesday, August 14th, 2007

If you don’t understand the context of your web data then all you can do is report the data - you can’t interpret it correctly.

If we think of web analytics as this overly-simplified equation: people(motivations) + website =  actions(data), as analysts, we are trying to solve for people(motivations).

So if you’re the analyst, you’ve got the data and I am sure you are crazy-familiar with it, but that’s only half of it. Knowing your website(s) - how it operates, what changes are made and when, how changes are made - is the other half. If you don’t understand your website and how it works, how can you properly interpret the data to understand how your audience is reacting to your site? How can you proactively recommend changes or tests on the site if you don’t understand how it works?

photo credit: threed - some rights reserved.

You Can’t

So, if you can, do a tour in web production  - this will give the best chance of understanding the website context.

If you don’t understand the website context, your analysis (if you’re trying to do it) is just a W.A.G.

creating bullet charts in excel

Friday, August 10th, 2007

Stephen Few's Bullet Chart

Stephen Few has long proposed his bullet chart as a replacement for gauge-type reports. Steve argues that bullet charts are more efficient (take up less space) and encode more and more accurate information than a gauge or speedometer type chart. I’m still unconvinced, especially since I’m not a fan of a visualization that requires retraining of the end consumer. I’d much rather use something that the end consumer ‘gets’ right away.

That being said, I haven’t written a visualization post in a while and just because I’m not convinced on bullet charts doesn’t mean that you aren’t and that you might not be looking for a way to create them in Excel. My version is a combo-chart using both a scatter plot and stacked horizontal bars so the order in which we add data and chart elements is important.

BTW, I am going to assume that you have a passing familiarity with Excel and its charting utilities so don’t be surprised when I outline the steps to take (insert a scatter plot) rather than give detailed instructions (select data in cells A1:B2, go to ‘Insert’, click on the Scatter Plot drop down and select the scatter line with no point markers).

Step 1: In this first step, we will add the data for the scatter plot and create the default scatter plot graph. In this example, we are using the scatter plot to set a goal line for the overall bullet chart.bulletchart_step1

So, when we create the initial scatter plot, you’ll see that the x-coordinates are ‘80′ - this is my target. In this case, I happen to be charting the performance of the Homepage Retention Rate (1-Abandonment Rate) and I am shooting for 80%. I happen to be using whole numbers for simplicity’s sake but it could just as easily be percentages. Don’t worry about the vertical alignment of the line just yet, we can adjust it - if needed - later when we are closer to the completed graph. Notice that I haven’t removed any of the chart junk yet either, that will happen in a later step.

 

Step 2: Now we need to add the data for the horizontal stacks and the stacks themselves. We will have 3 bars (Top, Middle, Bottom) with 4 sections each.bulletchart_step2

When working with combination charts, adding the new data points and chart types can be tricky. In the screen shot to the left, we’re looking at the completed process, I’ve excluded the intermediary step of what the data looks like when we first add it.

In order to add the stack data to chart we first select the data from all four of the stack columns and copy it. Then we select the chart and use ‘Paste Special’ to paste the data as ‘New Series’ with ‘Values ‘Y’ in columns’. This will paste our stack data in as new scatters. We then select each of the stack series and change it’s chart type to ’stacked bar’.

Ok, now that we’ve talked about how to add the stacked data to the chart, let’s talk about the data itself. In the top row, the first data point is ‘50′ - this is our floor (minimum acceptable value). The second data point for the top row is always zero. We need this second stack element for visual handling on the center stack (see the little green block in the center bar) when it is less than our minimum. Oh, I’m also not going into excruciating detail on the formulae used in the data set, they are fairly straight forward and you can take a look at them when you download the spreadsheet at the end of this post.

Step 3: This is easy, set the gap width on the bars to ‘0′ so that they are slammed up against each other.bulletchart_step3

 

 

 

 

 

Step 4: Time to take out the chart junk.bulletchart_step4

Remove the vertical axes, and the secondary horizontal axis.

Remove the horizontal lines.

Remove the legend.

Remove the plot edge lines

Set the scaling on the primary horizontal axis, set the axis-line to none as well as the major tick marks to none.

Step 5: Apply consistent and valuable color-coding to chart elements.bulletchart_step5

The blue stack becomes our representation of ‘Actual’ (e.g. the bullet). The background elements are encoded in shades of gray.

Up to 50% is nearly black - remember, this is our floor

From 50% to 75% is about 50% gray - this is our marginal performance section

And finally, from 75% to 100% is light gray (20%) for acceptable performance. I’ve also changed the target line to full black, it stands out nicely against both the light gray and the blue.

Step 6: Resize the chart.bulletchart_step6

So far, our chart hasn’t look much like a bullet chart has it? Well, that’s pretty simple to take care of. In this example, I’ve held the horizontal length the same but compressed the vertical height. Now we have something that very definitely is looking like a bullet chart.

Step 7: Add a text label and center align the chart to the text label.bulletchart_step7

Ok, so what I’m really doing is adding a text description, and the actual value of my metric in the two cells to the left of my bullet chart. Then, I’m massaging the bullet chart into alignment (hopefully) with the text. Notice that the value I’ve put in the label (86) doesn’t match the value in the chart, we’ll fix that in the next step. You might have also noticed that in this step, I removed the final piece of chart junk from my chart - the chart area border. Up until now, it was helpful to have the border for moving the chart around, but now that I have it correctly situated, I no longer need it.

Step 8: Synchronize label value to chart value.bulletchart_step8

Yep, you guessed, that’s a fancy way of saying set the first value of the center stack equal to the text label value (=D89). Now, I can enter a new value on the label, and the chart will update automatically.

Step 9: Obscure the chart data.bulletchart_step9

We had to jump through a lot of hoops to get to this graphic, but we probably don’t want the report consumer to be thinking about those hoops, so set the text color of your chart configuration data to ‘white’, effectively hiding it from the consumer.

Step 10: Rinse & Repeat

 Ok, so there’s my step-by-step on how to create Bullet charts.

What? You want the spreadsheet? Well, since you asked so nicely…

Download the Excel 2007 version or Download the Excel 2003 version