User Behaviour

AJ provides deep insights into understanding user behaviour through usability testing, explaining the 'five-person' methodology that captures 80% of usability problems. She details how to conduct moderated and unmoderated studies, what questions to ask during testing, and how to observe real customer behaviour without bias. The episode emphasizes watching how users interact with sites rather than relying solely on analytics data or assumptions.

This episode provides deep insights into understanding user behaviour through analytics, exit surveys, and direct observation. Neil demonstrates how to use Google Analytics to identify drop-off points, implement exit surveys with three critical questions (Why did you come? Were you successful? If not, why not?), and analyze user session recordings with tools like Hotjar. Listeners learn how to distinguish between different user types (quick decision-makers vs. extensive researchers) and design experiences that accommodate multiple behaviour patterns simultaneously, as exemplified by Amazon's product page architecture.

Jeff explains how to analyze user behavior patterns using the 80/20 principle, focusing on understanding why real customers drop off at specific points rather than trying to track every possible metric.