This morning I poured coffee in my cereal. In my defense, the iced coffee in the fridge is right next to the milk. Why am I telling you this? Well, we like to think about the product experience as a straight line, a journey, a workflow. We hope people will use our tools in a way that we understand. But in reality, we know humans do all sorts of unexpected things. Like pour coffee in their cereal.
The multi-app challenge
This is a problem every product team faces, but it’s especially challenging for those with multiple apps and mobile and desktop apps. People today are always online, constantly connected, and work in short bursts when they have time. This means they bounce back and forth between products, and between mobile and desktop.
Most product teams are organized around specific problems or applications. So, it’s unlikely they take a step back and try and look at behavior across apps–but there is a lot to learn by doing this. A big picture view can be enlightening. We’ve seen product teams use this data to better allocate dev teams, create a consistent and customer-pleasing UX, and find hidden insights that dramatically improve the product experience.
It should be someone’s (or really, everyone’s) job to keep an eye on this big picture. But most teams lack the data that gives them a holistic view of the customer experience across desktop, mobile, and all the apps in their portfolio.
Introducing Multi-App Analytics in Pendo
If you’re a Pendo user, you know you have access to product analytics for individual applications, but we wanted to make it easy to see the big picture, too. When turned on in Pendo, Multi-App Analytics give you a new view into your customers’ workflows, allowing you to see all user behavior across your entire portfolio. This means you’ll be able to see the relationship between usage on desktop and mobile, as well as any cross-app behavior. You can also easily drill down into each app and use Pendo analytics like you always have.
What are the benefits of multi-app?
Multi-app analytics provide visibility into the entire customer journey for all of your applications. Having this complete picture helps you build better products in many ways.
- A complete view. You’ll understand how users move and interact across all of your products, including web and mobile applications. Having this complete view of user behavior gives you the insights you need to increase retention, revenue, and customer satisfaction.
- Better investments. With a complete view of your portfolio, it’s easier to see which apps need attention and how to invest your team’s time. You’ll be able to make better decisions, faster.
- Collaboration and innovation. A more complete picture helps teams work together to create a better user experience. This results in more seamless collaboration within the product organization and cross-functionally with service, marketing, and sales teams.
- A better UX. Users crave consistency. It makes learning new products easier and quicker. With a more complete picture of user behavior and better collaboration it’s easier to create consistent workflows throughout all of your apps.
It’s smart to organize your team around distinct customer problems and have groups working on specific products or product areas. But your customers don’t think this way. They have jobs to be done, and will use whatever they can across mobile and desktop to do it. It’s not until it’s someone’s job to analyze the big picture–and all product teams have the ability to see it–that you can really solve for the customer in a complete way.
By the way, I didn’t eat the coffee-cereal. But I also moved the iced coffee to a different part of the fridge.
Ready to see the big picture for your products? Get started with Multi-App Analytics in Pendo.
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