all righty good morning let's go ahead and get started good morning good afternoon whether you're new or coming back we want to welcome you back to mobile app academy where we show you how to build and configure mobile apps in the now platform my name is always is charlie steiner product marketer here at servicenow and today we'll actually be showing up something quite new for the first time uh and user experience analytics and this is our first time being on a paris instance so as always we have our product experts on hand presenting today and in the chat so any questions you have we'll be monitoring throughout and trying to get to them as soon as possible if you're joining us for the first time here welcome first of all thank you for joining us this is a live building series that focuses on managing and building out mobile apps in real time we have product experts presenting and in the chat to provide guidance best practices and answer any of your questions we host these sessions every two weeks here on zoom at 10am pacific and for those who are catching our recordings those are posted thursday mornings specific time that is on youtube and the link will be in the chat shortly to our playlist for those um and just quickly before we get started we'd love to hear your feedback on this session and any of our sessions moving forward whether it's feedback about the session topics you may want to learn more on or topic ideas that you'd love to see us present on we'd love to hear from you on our mobile community is a great place or even here in the chat we take everything down and i love your perspective so thank you as always with all that admin out of the way as always i'd love to introduce david haw senior product martin excuse me senior product manager at servicenow the mobile team to get things started david thanks for the intro charlie good morning everyone and welcome back to our mobile app cabinet kickoff for 2021 my name is david ha and i'm an outbound product manager here at servicenow i also have fujo here with me who's a solution architect as well as dan vitale who's on our outbound team representing mobile here at servicenow as well and we want to give a warm welcome to everyone joining us live here today you know it's really great to be back and we're excited to kick off another year loaded with lots of new content and topics that's upcoming for today's topic we'll be covering user experience analytics it's an out-of-the-box dashboard that provides kpis of your users usage and adoption of your servicenow mobile clients so this is a great feature that's been available since our orlando release uh but we're still seeing there's uh quite a few customers out there that have yet to start using it so this is actually really great opportunity for us to showcase and walk you through some of the powerful analytics that you get with it in today's session um we'll also use today's session to walk you through you know how to activate um key things note like end user tracking and user privacy and how end users uh can manually disable tracking on the devices and then instead of just talking about some of the key features we'll actually dive into the dashboard and i'll give you a walkthrough of some of the major capabilities that you get with your out-of-the-box things and i'll even walk you through you know how events are triggered in real time as we open up our app and have data roll through into our dashboard okay and then we'll wrap it up with some q and a at the end uh i'll point you to some resources that you can take a deeper look into uh and get started using user experience analytics and then for next week's topic we'll have a guest speaker to give us a deep dive on mobile publishing how you can publish custom brand new service down mobile apps and tailor them to use your uh unique company identity and this is a feature that was also released since orlando but we'll use this time to walk you through some of the uh you know the end-to-end process and answer some of your most common questions see around this topic okay and then one other thing that i want to mention before we get started um let me share a new screen here okay um and uh so we created this recap article on all our mobile academy topics in 2020 um so this is actually a really great place to access them in the future content portion here on our community site if you are new to our series this is a great list of videos to check out um if you're looking to learn more about how to get started with your implementations around you know servicenow agents or now mobile this is a great place uh you can also see how you can extend uh your out of the box apps such as safe workplace or hr service delivery or if you're just looking to learn about skill building contents and mobile fundamentals such as push notifications um and or maybe even carry parameters this is definitely your one stop shop to see all those past sessions but more importantly if you've attended any of our sessions in the past and you're looking to learn about new topics this is actually a chance to share feedback with us we created a survey at the bottom here click on take a survey it will launch you to this survey monkey survey and you can share feedback directly with us share with us what's been good with uh and what we can improve on and we'll do our best to pull these sessions together for you for the remainder of this year okay um so now that i got all that out of the way let's go ahead and get started with our presentation okay so let me give you a quick little overview on what user experience analytics is and then we'll point out a few things that you should understand um such as user privacy but to get started you know what is user experience analytics if you're not familiar it's our advanced mobile analytics dashboard that tracks key kpis of your service time mobile apps um it will give you better insight onto your mobile adoption engagement usage performance and so much more but the idea here is we equip you with all the metrics that you would need out of the box so you can better understand how well your mobile apps are doing um you'll see here that you know as i go through some of the dashboard capabilities uh you'll get really deep insight on exactly you know how your users are using your apps whether they're using it the way that you intended for it to be built or if they're dropping off that will give you some pointers on where you can focus on improving your mobile workflows um it's also deeply integrated with the mobile platform and tracks across all the clients whether you're using our public store apps um from the ios or android store or if you have a branded app that you created through our mobile publishing service uh you'll still be able to track analytics on your branded mobile apps as well um so how does it work the user experience analytics dashboard is currently available out of the box um as long as you're on an orlando build or beyond it should be automatically enabled upon your instance upgrade but i'll show you some properties to check if it isn't activated out of the box in just a few minutes but to use this dashboard you should know that the mobile analytics viewer role is required or any user with admin privileges they'll also be able to access it as well um end user data collection or in other words user privacy this is super important something to call out is you know all users in the united states uh everyone who log logs in and installs the app they'll automatically be opted in for tracking but if they are in the eu users must explicitly consent within that for a user experience analytics tracking to work and if they live anywhere else in the world a tracking notice is presented for the first time as soon as they launch the app and again the user must consent for it to work uh but the super important thing here to know is um if at any time that a user doesn't want to share their data or uh or consent to be tracked they can actually opt out inside of the mobile client and it's found on the settings tab if you look at the screenshot here and i'll show you that uh on the live app as well but if you click in this the more tab and into settings there's a huge little uh tab called analytics and then you can either enable or disable and that will kind of set the tracking to be on or off okay and uh so the reason why i bring this up is this might actually affect your data from an admin user perspective so you know you may have expected to roll out to let's say a thousand users who have adopted the mobile app they've downloaded it from the service store i mean the public app store from apple or android um and maybe you're using like an ndm and so you have an analytics dashboard in-house or maybe you're using apple's analytics and it tells you that you know a thousand people have downloaded that however using the servicenow user experience dashboard you might only see 800 active users and you might be questioning you know why am i only seeing 800 active when i know that a thousand downloaded that um and there's a couple common scenarios that could cause this and the first is the most obvious in which the user although they did install the client from the public app stores they never actually logged in and opened up the app so that might be the first reason why you might see a discrepancy the second discrepancy is if the end user opts out of end user tracking this will prevent you from being able to track the user's data and those users will also not show up as active users um a user can only be active if they have a session with the map and user experience analytics uh it only triggers triggers and fires off a session when someone opens that um and whether it be the public app store client or an mam embedded client for intune blackberry or maybe even a brand new client uh generated from mobile publishing service uh they do need to consent for uh them to show on the user experience dashboard okay so those are the common questions that we get all the time around user experience analytics so i thought i called that out but with now um all of that out of the way let's actually jump into our instance and access our dashboard so let me share my other screen here one second okay okay that's better okay so now you should be able to see my screen um okay in order to get started i'm going to first show you the setup needed to make sure you have access to your user experience analytics um so again the first thing to note uh to user's dashboard you're going to need to be on an orlando instance for her i'm going to log into my parents instance and then you know once you have your instance upgraded uh you won't actually have to install any plugins because those plugins will automatically be installed for you uh but once it's been upgraded to orlando heart what you'll want to look for is to make sure your dash properties are set to active um so on our left hand nav let's actually look up user exchange analytics okay we're gonna see a couple tabs here for settings as well as properties um let's go ahead and open up our properties tab first um so here note that you know user experience is automatically set to yes and enabled upon upgrade so that's the first thing you'll want to check to make sure you have your dashboard the second tab you'll want to check is settings and here you can see that tracking is enabled across my three public app clients for servicenow mobile for mobile agent servicenow asian as well as mobile onboarding um but if you had any other clients on this instance uh let's say for example a branded a client let's say you went through our mobile publishing service and he created a branded client for servicenow agent you would see a fourth record here and it would also be set to true i don't know if it's set to true by default but this is definitely something that you would check to make sure your dashboard is working okay um and if for whatever reason that there's still no data published populating um and if you check both your settings and properties um you'll then need to open up a ticket with support uh we've heard that there were some customers struggling to open up the dashboard with data on earlier versions and it may have been an issue with an outdated api authentication key but that's something that's known and it's easily fixed by support so if you still can't see any data on your dashboard definitely open up a ticket and work with support okay so now um we'll jump into our dashboard and the first thing i want to show is um at the top left here you can see that i have all the clients uh that i have access to on my instance um for mobile agent for mobile onboarding as well as uh now mobile and if i've also created branded mobile apps through the mobile publishers service i would also see those clients in this list as well but for today we're going to focus on the mobile agent app that's what we'll walk through also notice that you can switch between ios data and android data or see across all platforms uh but we'll stick to ios for today because i am logged in as with my iphone um but you know there may be very specific issues that you might find on on iphones versus androids and so this will really help you deep dive and help narrow where the true or if if you're trying to discover if there's issues uh you can definitely dive in between those two uh you also have versions um these are currently the two versions that all of my three total active users uh are on but if they were on any other version you would see it here um and then also at the very top right you can of course change the date range uh depending on how frequent you expect users to be engaged with their mobile clients this could really help you decide how you want to dice up your data uh but for today we'll just look at the last 30 days so that we can get a monthly view okay um and then now we have this overview um dashboard at the very top and see some of our top level metrics in our review section i currently have three total active users for this month in ios specifically for ios users and each user uh i have a total of 26 sessions and each user has an average of 8.7 sessions per user and their average session duration is about two minutes so some best practices around these numbers um of course we're always going to want total numbers of sessions users to be as high as possible and really depending on what you're trying to get your end users to achieve your sessions per user may vary for example if they are a field service agent and they're constantly using the asian app to record and complete tasks then they may be opening up the servicenow agent client every day and maybe even multiple times a day right that's why you might see a lot of average sessions for users on the other hand if you're rolling out the now mobile client um you know the employee percentage uh this you might find that sessions per user is much closer lower uh because they only open up the mobile app when you need it whether it be a password reset or you know requesting a service catalog item it could be once a week or maybe even once a month but just some things to put out in perspective when you're looking at some of these numbers um another call-out i want to mention here is average session duration right um so for our service on mobile apps something that we always highlight is you know enabling mobile micro moments and if you can think of these mobile micro moments uh how we kind of describe it is we're trying to enable mobile use cases that makes someone's life much easier on their mobile app uh what are the set of fields actions and screens that they might need to get work done quickly on their phone you know if we're cramming too much information and they're spending way too minutes way too many minutes inside of the mobile apps they might consider doing that task on their desktop or lot instead and so your adoption numbers might drop over time and so we always encourage for you to enable mobile micro moments finding those specific workflows that your employees and agents might need most uh specifically on their phone and to optimize for those workflows you'll find that with better mobile ux and improved workflows you'll find that the average session time per user um typically happens within a minute or less um again if they're spending five ten minutes in their mobile app just to uh you know access something that they need at that point they might as well just use their desktop right and again it widely depends on the use case and what you're trying to enable for mobile uh so it's super important to set benchmarks for yourself as well as setting expectations on how long you think your end users should spend with their apps and then compare it to the metrics of what you'll actually find in your dashboard okay so those were the calls that i want to mention here um also note that uh you can also see a trending i don't have a lot of data on this instance uh this is my test instance that's why you're only seeing three total users but i would expect on a customer instance you'll see hundreds of users maybe even thousands and you'll get a much better analysis with more data right but just like here you can see a trend graph of your total sessions as well as total users you can break it down by daily weekly monthly and then this little download button and this will actually allow you to download the raw numbers onto a scratch so you can dig further into it if you need okay and then at the bottom here you also see some top level numbers around retention funnels as well as top events uh retention it tells you um you know how many of your end users are coming back and reopening their apps every day week or month uh funnel completions tells you how many and users are actually completing their workflows inside of their mobile app so if you had like some sort of intended uh start screen to end screen are they actually going through the direction the way that you actually intended for for it to be built and so funnel completion will actually tell you if they're completing it the way that you want and then for top events these are the top screens and functions that your end users are actually tapping inside of that you can see that you know opening a tab is one of the top ones and you can see various other functions as well um so these are your top level metrics that will give you an overview of what's happening inside your mobile apps but if we drill down further on our left hand nav let's look at some of the other metrics that user experience analytics provides us starting with sessions and you can kind of think of sessions as true building blocks of the user experience analytics dashboard in which it gives us the ability to track and log every session that occurs within the app so let's go ahead and open up all sessions um and here you can see a list of all the sessions are are taking place inside of our servicenow asian app client for ios users across all versions within the last 30 days um again i can change any of these filters based on the parameters that i want to set for myself but let's go ahead and click into one of these sessions for example um you can see that i had a session uh from user that's currently located in san francisco their first session uh time as well as time within the app 52 seconds um if i want a better view on this i can click on session details right and you get a fee a bit more information as well as their timeline um i don't think this is a good timeline let's open up one earlier um and here you can see you know the timeline of all the things that they did in this one session right so they first started with um opening up the mobile asian app right and then as you scroll down this they're open up the dashboard tab you know they're tapping somewhere they're swiping up um they're selecting things on the first list swiping up and down tapping on things they also open up the my work tab again they open up the dashboard so as you kind of go through uh the timelines it really gives you an idea of how end users are going through their journey you know maybe they're open up the same tab over and over as you can see here that might make you question you know is is there something that they're looking for but they don't have um this is really a great place to kind of research your end users experiences um uh and you know what's useful here is you know as we start analyzing how your end users are going through the workflows um you know you might figure out that they're spending too much time in this one session maybe they're clicking on things that they didn't tend to or maybe they're not finding the things that they need to do but this timeline really gives you an idea of how they're going through that workflow from a user to user basis some pretty powerful stuff and again all this insight uh is available here immediately out of the box um so that's sessions by individual users again you can kind of download a csv file for all this information as well and some view some other metrics here but individual um seeing data on individual user bases isn't maybe so helpful maybe i want to see it on an aggregate level uh so if i wanted to look across aggregate number of users i can actually tap into ui analysis and then let's go ahead and open up insights so here we can see uh some quick high level numbers for our aggregate data for quit rates uh as well as user interactions screen popularity and user engagement um on our quick quit rate if we hover over the question mark here this will actually show us um you know how this is defined and um what it might mean if you don't exactly know how it's currently calculating the quit rate um but here it's showing us you know how which screens end users are landing on before they leave that and it seems that you know s uh dashboard is our highest quit screen rate meaning uh this is probably the tab that they're going to be on before they leave out um and you know i don't have a lot of context to see what's happening here but this does give me a general idea on some of those top-level metrics um you also have uh user uh interactions if i hover over this this will tell me you know what screens are being most engaged with i expect the dashboard to be top because this is the first tab that i put on but for example if i saw my instance was a top screen this will this might indicate to me that you know maybe this is more important than my dashboard i should probably set my instance tab closer to the front or maybe even become my first tab so that's kind of how i would think about uh this screen popularity you can see the most viewed screens dashboard settings as well as the least viewed screens my instance so maybe this is a screen that end users might not need um is there any reason to enable this inside of the mobile app if it's not something that you're using or maybe uh you know this is a workflow that's only enabled for a few users or a few groups of users maybe that's the reason why they're the least few screens since this is an aggregate across all your end users okay and then these are engagement uh screens with the longest uh duration times so i can kind of interpret this in a few ways um you know if dashboard if we expect them to be spending a lot of time on the dashboard maybe 30 minutes does make sense uh it's you know your manager persona looking to their data and trying to figure out you know things that they need to do and take action upon for example on my asian app right i have at the very top i have highlighted work that's unassigned as well as critically unassigned um and then you have dashboards underneath here maybe they're kind of just looking at um analytics from a high level to see you know if i need to assign this to someone who do i need to sign this critical assign to um maybe it's the person that has the least amount of work to teddy taylor um but you know i can also interpret this another way where the manager shouldn't be spending three minutes just to assign this one task this is the workflow that i want them to do get the manager and get them to get these critical assigned to zero you know why are they spending up to three minutes when it hopefully could be done in maybe 30 seconds or less so that's a few ways to interpret this kind of data and you know screens with the shortest average visit six seconds uh the reason for that maybe is because they're opening up and then they have no escort or they're actually getting their work done in that fafsa time but in six seconds i don't expect anyone to actually be doing anything um and that fast so it's possible that you know they open up the my work tab and they're not actually doing anything okay so that's ui insights um uh another thing that i might want to call out is uh let's actually open up users as well and this is kind of uh individual sessions about individual users that can be looked uh you can kind of look at this as individual users across different parameters such as individual users for first sessions returning users lawyers and so forth but let's actually open up um loyal users for example um and if you actually hover over any one of these question marks these pop-up they'll tell you exactly what it is so this is a view users that open up the app more than five times across all devices and it's within your time period right so in the last 30 days if they've opened this up in the past five um five times in the last 30 days and you're gonna see that i have two users here um so i know that my total active is three uh it seems only two of them are opening up more than five times um uh so now that i've kind of clicked into this you'll uh you got the idea of uh these are your most loyal users to the apps you'll see their total session times time with an app general locations uh something that i do want to point out is it's hash user id [Music] so uh generally you shouldn't be able to figure out exactly who this user is due to data privacy um you know we've hash the user id so you won't actually be able to backtrack individual users so this ensures that the end user is getting their user privacy that they can send it to and that they won't be able to you won't be able to discover who that specific individual user is um but how this kind of data can kind of generally guide you to find issues that are coming up maybe if you see reoccurring issues in the you know cupertino or san francisco area maybe there's 10 of these users and they're all having similar issues this will kind of give you an idea of you know what is their latest uh you know what uh you can kind of backtrack and figure out what are the patterns that you'll be able to uh kind of come up with you know are they using this uh all using iphones are they all using androids maybe that's kind of the reason and you're able to kind of uh go backwards and figure out what the real issue is so that's kind of how i would interpret the data um another thing that i want to show uh is let's see we showed you why analysis let's also show oh how about we show user these are flows across the entire client so let's actually open up screens for ui analysis okay so these are all the different screens um or no uh let's actually show yeah so this is this is your aggregate view on how end users are um navigating across your different apple launchers we're currently on the dashboard apple launcher um there's a total of 15 sessions on it with an average duration of three minutes and has 70 percent of app interactions if i don't quite know what this means i'll hover over it and it says it shows the relative interaction rate for this screen measured by the number of gushers so if we open up this apple launcher this is 70 of those users are actually tapping on things but it kind of gives you an idea of how they access the dashboard in this next screen that they go to um so if you look here if i start from my dashboard how do most people navigate to this screen it seems like most people are opening up the app and immediately it takes them to the dashboard and that makes sense right because dashboard is the very first tab on my mobile client um and so i would expect that majority are this is how the access dashboard but there's also other people maybe they have different personas maybe um they don't quite have this this is hidden to that specific persona or or row and so they might actually access it from another tab from my work or something else um but something useful is you know if you intended for them to start with a dashboard and maybe go to a different tab or different applet you can kind of use this as a general idea of where they're going to um i can see here that most people start with the dashboard tab and maybe quit the app um if i intended for them to use it that way then this is good but if i was hoping that they start from the dashboard and then go into my work it seems only a third of those users are going in that direction okay so that's pretty useful there um another thing that i want to show is uh user flows for ui analysis so there's a lot of things going on here but if you're looking for something a bit more visual um uh these are kind of all the different screens are available in my servicenow agent client uh you can kind of see that you know the majority are navigating from the open app as the starting point and if i hover over a dashboard this is kind of like the central point in which it's essential part of our workflow you have many destiny destination points that's going to and from um but this is kind of a great visualization to help you better understand your user journey um if i hover over a quit app it seems that um you know majority are quitting from the dashboard so just a different way to visualize your data right if this isn't as intuitive for you we also have navigation paths and this is a sunburst diagram that kind of breaks down where majority users are navigating to and from uh from step one to step two to step three it seems that most people will quit the app by step four there's no one actually doing more than four things within this app if there were it would continue to expand but just to explain the sunburst diagram you start off with opening up the app and it seems that you know a 70 are immediately going to the dashboard that makes sense a few other users are going to settings a few are going to my team so that's the very first step majority of going to dashboard from the second step this might be alarming to me but it seems that more than half are quitting the app as soon as they open up the dashboard only a few other users are going to my work and then from my work they're also going to dashboard notifications or quitting the app so that's kind of how you interpret this sunburst diagram and to me this is alarming uh just because you know majority after the set by this by step number two majority are already quitting the app so maybe you know uh whatever workflow that i'm trying to take them through it's not quite useful and so they're only exploring they open it up and be quitted or maybe uh they get they have everything they need and they only need to stay within the dashboard app a couple ways to interpret i guess so let me go and stop here and ask if there's any questions so far no that's kind of a lot uh food is there any questions that we want to highlight uh from the chat uh no questions on on the chat yet okay um then let me go ahead and move on so this is kind of aggregate level views that you can drill down to but we also provide comprehensive analytics around user insight and analytics if i click into technical analysis on analytics here here i can see all the different um os versions devices resolutions and connectivity across all my uh users um so this can keep me mindful of how our app store upgrades can affect majority of my users and their current environments it can help you find patterns in helping troubleshoot groups of users with similar devices we can also look at geographical data and this is kind of this will give me a map and distribution of all my activities since i only have three active users on this instance you know i'm seeing that all of them are in the united states but as i dive into the united states it will also break it down by by different states um i think this is super helpful for organizations that are deploying uh you know across countries uh you know if you're expecting some sort of um eu rollout you'll see exactly how many end users are are being active and actually adopting your mobile apps and you can even download a csv file to kind of break it down even further if you like um another important tab is that you might want to check out is retention user retention so you know here we don't really just want our end users to download the app open it once and then never use it again we want them to return and continue using it and here you can actually analyze how frequently they're using it over time you have session frequencies you know it seems that a majority of them are using it up to six times per per week and then you have average sessions times between average time between sessions this is a bit skewed since you know i only have three users but it seems that uh majorities have about uh a day before they open up for the second time uh and you know about two days before the open third we're seeing one second and 11 minutes and 57 just because of our low number of users but this will give generally give you an idea um how long until they open up for their next session um and then you have this retention cohort analysis bond here um and this is giving you an idea of how uh users are your user retention is across the weeks so here i can see that for the week of february 22nd uh there were three new active users and within seven days or you know six days and less seven days and less uh two of the three have opened it up uh open up the app and by seven by we by the first week or seven days no one is actually opening up the app again so this is kind of giving you the idea of adoption across timelines of course you want this retention percentage to increase or slowly decrease over time you want the the numbers as high as possible but it seems like after one week everyone's already not using the applicant and that is a red flag for me because it means that i've enabled a workflow that's not useful for my end users so this is a very powerful tool to give you an idea of how your new users are pretending over time okay um and then dan since we have the online is there anything that you want to point out uh here uh if not we can kind of move on i think you covered that well david okay cool um but yeah so this is basically a general overview of all the out-of-the-box experiences that you get with user experience analytics and now the next thing i want to do is give you a real-time look on how some of these events are triggered upon logging into that so i have my servicenow agent client up here and i'm going to walk you through the workflow and then we'll we'll check the dashboard to see how this data is actually pulled in um so i have my service now region app my phone um and you know as i tap through some of the things on this app pay close attention to some of the apple side of the open up as well as the functions.execute um because then we'll jump back into the dashboard and i'll show you exactly how those were triggered right so uh to explain what i'm about to do let's say that i am in itsm field services manager and i'm just about to start my date and immediately i'm seeing that there's one critically unassigned task that i need to distribute to my team um the goal here is uh to get this logged in easier to click on this critically unassigned applet and to execute an action that assigns this task to someone um so if i attach to this applet i want them to be able to um you know maybe hit the top menu or actually dig into the form hit the top menu and then edit and then change the assigned to to someone on that team but notice how i had us when i clicked edit immediately um i was immediately scrolling up and down you will actually get that information those are also events uh every time i scroll up scroll down before i actually click the submit button um so that's uh some useful information to help you understand your flows and how end users are interacting with it um and sometimes maybe you know i have this hidden or i have this swipe button that also allows me to edit um i can also use my dashboard to understand if our end users are actually uh clicking edit on the swipe we've heard from customers that you know this isn't a very discoverable action location um and so they'll try not to use swipe when you can they'll actually put in the top menu instead okay so let's go and complete that workflow real fast we'll open up this applet we will jump into the form we'll click edit we're going to assign this to uh teddy taylor or alyssa chinoy and then we'll submit oh uh not a member of signing group we'll change it uh from or we'll change the location to san francisco san francisco uh the assignment group to markel location assignment group oh oh we do none there we go so that worked um so now all the critically assigned is back to zero uh and as soon as my user um exits the app or sends it to the background uh the session should be triggered that counts as an active session um so now i can pull up my uh dashboard right and if i click into all sessions this should be the most recent session it might take a couple minutes for that data to be pulled in um but it looks like i already see a session three minutes ago there might be another one but we can also use this one just for time sake um but let me make sure this is the correct session open up dashboard swipe upside down okay let's actually restart the session if this is not the one that i want okay well we'll start the session from scratch again that means good okay um so let's actually go into unassigned work order task and we'll drop this number from 48 to 47. so i want them to open up one of these tasks and we'll click into the form and reassign this to someone on my team so we'll change the location to san francisco there we go assignment group to none and then we'll assign this to olessa then we'll submit uh and then we'll refresh the app and then close out that session so now i expect that there should be a session that rolls into the dashboard as soon as i quit that um so let's go and refresh this real fast and then just to confirm uh since i have you oh there's the session um but each time i close the app it creates a new session right so anytime it goes back to the background that should uh trigger a new session that's correct a session is defined by open and close perfect okay um so here i know that this is a session coming from me it says that the minute came a minute ago uh it seems that i opened up three screens and i executed 14 actions uh by actions it's not um it's uh even a tap counts as an action so it's not servicenow functions or things like that so as i kind of go through this timeline i'll click on session details you can kind of see the things that this user is doing right um they started from the dashboard we opened up the tab i did a swipe there is an action that was tapped but what i want to know is you know if they executed the action from the top mini or the swipe um [Music] and uh let's see where do we execute our actions oh action sheet taps so i guess this doesn't give me an idea of where that action was tapped selected first item from second list so to explain this first item from second list so these are two list screens and it seems that it it's telling me that this first item first list was tapped into and the next thing that happened was that there was an action that was tapped that was selected as sixth item from the first list uh don't exactly know what that means but this could you know as we kind of get more feedback from customers using user experience analytics this is kind of the feedback that we want um so if there's any enhancements or questions you know feel free to post on mobile community and we can definitely get the team to help answer some of those questions and clear any confusion um and you know if you have any enhancements in general you can also use the idea portal uh on mobile community as well that will kind of send those enhancements directly to uh the product team's backlog so they can have further discussions on it um but you know this is kind of just the individual user i can also kind of aggregate uh the data to figure out if they're doing what i want by using um funnels funnel reporting so what i'm going to do is i'm going to create a funnel that you know i intended for them to start from the dashboard open up one of these lists and then complete the action but i want to see how many of these people are actually uh completing the action by swipe uh so let's go and create a new funnel to test that so i currently have three active users on this uh dashboard and i think i'm the only logged in user that actually uses this one so i should see one user swiping so let's create a new funnel we'll call this how about complete fine all right and then we'll include all the sessions within the last 30 days and we'll start with um uh we'll start with a screen view um so screens on user experience analytics it doesn't mean just uh applet screens it can also be defined as an applet launcher so this is showing me all of my apple launchers as a screen view and we want to start from the dashboard at the launcher so we'll go ahead and start that as step number one the second step is we want them to ex uh if you're familiar with building mobile apps on the servicenow platform using studio you would know that these lists uh to jump into the list on this native uh reporting they're using a list uh item action that's kind of the location that so i'm going to find this action on this list so we're going to look for a screen action from the dashboard and the action type is going to be a list item selection because that's currently how it's associated now it's asking me if it's going to be the first list or the second list i want to test the second list because that's where our swipes were we'll click add um [Music] and that's all i want so we'll go click finish and just as i expected since i'm the only login user that did a swipe um i'm seeing one user that open up the dashboard [Music] and then swiped although i do have a question for dan uh i would actually expect three users to have access to the dashboard wouldn't you say so uh if i have three active users uh when you set up the funnel did you do it based on data from today only or from a month back uh from a month back it depends when the session's held i see it yeah so it might just be a timing thing but uh the idea here is as you create your funnel reports you should see exactly how many users are dropping off as you go down uh each step so if this was like a four or five step workflow that i that you intended to build and you see that you know it started from 100 and it rolled down to only 20 maybe it's not the most intuitive workflow so these final reportings will actually give an idea of how effective these workflows are building for mobile that's kind of how i would use formal reporting um but with all that said uh hopefully that kind of gave you a quick little overview of user experience analytics and just how powerful it is and with all the things that you get out of the box um and that kind of wraps up what i wanted to show for today uh so let's go ahead and open up to q a now if there's any questions see if there's any questions in the chat yeah there were uh there's one uh basically what you talked about earlier in the beginning about the data that's not being shown and it's because of the app off key that they have to submit a ticket and support will get their instance with a new key and he had a follow-up question uh and he says that does that mean that all all or multiple items that belong to the uxa plug-in might not be visible at the moment or could that have another cause um i i think i need to answer that question i think it's um are you talking about like uh all the all the items were you able to see it before and then now you're not able to see it now or uh is it partial or is it are you not seeing anything right now so and then we can also unmute uh joe trim to help clarify so let's go and uh i just allowed you to talk to each other so feel free to meet yourself all hi hey we're here how's it going okay great so uh we were current or we were recently recently investigating this plugin and we were coming to the conclusion that we had everything set up properly but we wanted to execute the scheduled job to make sure that error that it wasn't our fault for the data not being there but the scheduled job also didn't exist in the instance so i was wondering if the scheduled job that comes with the plugin is also not visible or maybe not in the instance because of this error or the or this known error so to say or if that might have another cause so when you open up the dashboard are you seeing any data roll through at all or are you just seeing no data completely so sometimes the dashboard is completely white so nothing is even shown and other times for example if i use a private window then it shows only the dashboard with without any data gotcha um if you're not seeing any data it's definitely something that our internal teams need to investigate it might not be something that you're doing that's wrong um i would have someone from the sports team to kind of check if i'll make sure we will raise your tickets perfect right thanks yep no problem any other questions uh there's no questions additional questions okay uh if no other questions then uh let me go ahead and wrap up i do want to show some additional training resources that you can check if you like to you know get your hands dirty and get started with user experience analytics so let me go and share my powerpoint again um i think you should still see my screen is that right too yup okay so um uh let's wrap up i want to show you a couple of self-service movement materials that's currently available as of today so first we have our product docs um if you look into our part of doc specifically for paris and quebec you'll see that you know a lot of the information that you need around user experience onyx already exists um it's quite thorough there's a lot on each specific metric if you're looking for definitions or how to use it all that information is all documented so that you can kind of get started the other thing we have is mobile community of course whether it's an open-ended question around user experience analytics or maybe it's additional metrics that your organization needs that's not available out of the box we recommend that you start there to start sharing your enhancements through the idea portal um and then our uh user experience analytics team will definitely look forward to getting more feedback from all of you so that they can prevent future releases so this is a great place to start sharing feedback okay uh with all of that said um uh thank you everyone for joining us in our kickoff for today uh it's really great to be back we're excited for all the new topics that we have in store for this year um and if you have any questions or would like to to explore any specific topics please feel uh feel free to share them on mobile community we'll have another session in two weeks which we'll do a deep dive on mobile publisher and until then uh make sure to keep following the mobile community site for the latest dates and information thank you everyone for joining us in today's session and i hope to see you all at the next mobile app academy cheers everyone