How do I know the user experience on my website isn’t good?

Modified on Thu, 14 Sep 2023 at 09:56 AM

There are several indicators of negative visitor experience during a visit. By tracking them you can conduct customer experience optimization, but first you have to know them. The most common effects of bugs, errors, or design flaws are frustration and disorientation. What do users do in such cases? Based on our continual analysis of user behavior on numerous web pages, we can point at 4 major patterns:


  1. Zooming

  2. Rage clicking and angered key pressing

  3. Chaotic mouse movements

  4. Refreshing


Zooming


Where: mobile and responsive views


Why: unreadable text or media


Users zoom their view to get a closer look at page elements that appear too small or unreadable on mobile devices. “Unreadable” can mean a lot of things, the most obvious is too-small text or images that cannot be enlarged. In brief, frequent zooming on your pages means that they aren’t accessible enough.


To learn more about zooming, see What is zooming?


Chaotic movements


Where: desktop


Why: visitors are confused or lost


Users make a lot of mouse movements during a single visit. They’re moving the mouse cursor in different directions, the cursor often goes into the direction where they look. You can observe that in the visit recordings. When the cursor trace does not seem to go along a logical path or does not indicate a particular thoughtful journey in a relatively short period of time, we start to mark it as a chaotic movement. When people start to be confused or lost — their mouse movement reflects their state of mind. They are scrolling down-up-down-up, or move the mouse in various directions without a specific goal.


To learn more about chaotic movement, see What is a chaotic movement?


Rage clicking


Where: desktop and mobile


Why: visitors are frustrated and angered


Rage click shows where people click numerous times and get no computer response. In effect, they experience something that’s referred to as computer rage — the state of anger and angered actions directed against computers.


To learn more about rage clicking, see What is a rage click?


Rage key pressing


Where: desktop


Why: visitors are frustrated and angered


Rage key pressing is another case of computer rage, similar to rage clicking, but occurs when people quickly and chaotically press numerous keys on their keyboards.


To learn more about rage clicking, see What is a rage key press?


Refreshing


Where: desktop and mobile


Why: page load errors or display problems


Refreshing as a sign of experience deterioration occurs when someone reloads the page right after it has loaded, or keeps reloading the page one time after another in very short intervals. It’s usually an indication that some page elements haven’t loaded correctly or at all. Visitors hope to see the features that hadn’t been displayed, or to see the misplaced or misaligned parts of the page in their proper place.


To learn more about rage clicking, see What is refreshing? Experience Metrics

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