Completing the User Feedback Loop

User Insight signs major financial services customer under Virtual Insight offering. Virtual Insight combines best of class technology with user-centered practices to help companies understand whats working and whats not with the investment they have made in online applications.

ATLANTA, March 19, 2003 – Companies spend billions of dollars yearly developing online applications that are meant to be compelling and easy to use. Regrettably, most still miss their mark – evidenced by significant desertion rates for online shopping carts and registration processes. More disturbing, companies dont understand the cause of the problem until it has cost them significant money, both in lost revenue and increased costs.

We reviewed the technologies available in the marketplace today and determined that no one product completely provides companies with the type of user feedback and usage data they need to make informed decisions,” John M. Morgan, Ph.D., founder and President of User Insight explains. Disappointed with what we found, we developed the Virtual Insight service offering which draws on two killer-app technologies – ClickTracks Analyzer and Alertus SiteSurvey – and combined them with our core expertise, listening to the user.”

ClickTracks offers companies insight into user behavior, and gives them a starting point for determining what testing should occur next,” John Marshall, CEO of ClickTracks explains. Based on a company's initial ClickTracks analysis, one can more accurately pinpoint where additional testing mechanisms, like surveys, should be placed."

John M. Morgan of User Insight continues, After the click-stream analysis we get from ClickTracks, we put the product in front of the intended user community. This helps us to better understand where users might encounter problems, and the questions we should ask users to understand what those problems might be.”

Alertus continues the process,” Greg Brown, President of Alertus states. Our technology allows companies to identify why a user behaves the way they do at the exact point they exhibit a behavior. Our customers have access to real-time reporting and use the information they gather as another way to improve their products.”

"After the initial site benchmarking has occurred, and changes have been made, it's time to see what's working," said ClickTracks' John Marshall. "Using ClickTracks, one can easily compare and contrast the behavior of differing groups of visitors. Did implementing changes suggested by user survey results make an impact? Are more people completing the checkout process or finishing their registration? Another analysis by ClickTracks will clearly show how users are now traversing and interacting with the site, so that even further improvements may be made."

John M. Morgan concludes, User Insight is excited about partnering with both companies to provide our clients a complete offering, increasing their revenue and decreasing their costs by better understanding their users. Virtual Insight is a compelling service offering in that it provides a complete usability package unparalleled in the industry."

For more information on Virtual Insight or to see a demo, please contact us at sales@userinsight.com or call us at 1-866-755-8188.

About User Insight

Through state of the art testing protocols, user-centered design, usability best practices and proven methodologies, User Insight (www.userinsight.com) gets to the core of what makes or breaks a product in the marketplace - The User. Companies avoid costly mistakes by testing with intended users early and often. Additionally, User Insight assists companies in assuring compliance within Section 508 guidelines for disability access.

About ClickTracks

ClickTracks Analyzer was designed out of sheer frustration with existing web metrics offerings. Spending hour upon hour trying to understand website visitors was certainly a motivating experience: there had to be a better way. ClickTracks Analyzer superimposes visitor data on top of a user's website, putting user information in context. For more information, please visit www.clicktracks.com or send e-mail to info@clicktracks.com.

About Alertus

Alertus is an Application Service Provider (ASP) with off-site hosting of its proprietary application, Alertus SiteSurvey. SiteSurvey is an automated feedback system that gives companies of any size the ability to quickly gain a clear understanding of how their web site is performing. For further information, visit www.alertus.com or e-mail info@alertus.com.