HOW TO TURN YOUR APP USERS FROM NAUGHTY TO NICE

During the holiday season, it is not just department stores and online retailers that feel the benefits of the holiday rush. In fact, app download rates receive a merry boost at this time of year. For example, December 2014 recorded an amazing 9.2 million iOS app downloads, a 44% year-over-year increase.

Even though more downloads happen during this season, there are also more reviews. Reviews and ratings can have major implications on an app’s success. In fact, a single star increase in ratings can translate into 340% more downloads. Further, it can be difficult to garner positive reviews, since people are more likely to share their opinion if they have a negative experience than if they have a positive one. This is why focusing on the UX is critical for winning more promoters than detractors.

App makers need to provide the best user experience to ensure they are attracting more nice users and 5-star reviews. There are many reasons why users turn “naughty” and give an app a lump of coal in the ratings stocking. Below, we will cover the top three causes of naughty users and bad reviews and how to make them nice utilizing Appsee’s unique features.

Crashes

When apps crash, it can be very frustrating. Users lose time, work and may even lose their faith in the app all together. Can somebody say, “Delete?” Therefore, it is critical for developers to identify and troubleshoot crashes quickly. Fixing crashes can be challenging, since apps and their environments are becoming more complex. Couple this with increasing user expectations and decreasing patience, and developers need help.

This is where Appsee’s crash tools that automatically detect, record, and symbolicate crashes can save the day. Instead of scouring through crash logs trying to understand what happened, developers can use Appsee crash recordings to witness the issue and sequence of events first hand. No more guesswork- which means more time to focus on actually solving the problem and making your users happier. Furthermore, because developers can correlate each crash with a distinct user ID, they can better help their support teams quickly reach out to users before they become naughty and write bad review.

You can learn more about crash recording videos and symbolication options here.

In this crash recording, developers can see that the user tapped the “About” button before the app crashed.

Poor User Interface

There are many design elements that can contribute to a poor UX. A few common issues are counterintuitive menus, unresponsive gestures, odd navigation flow and confusing buttons. Moreover,Apple rejects 6% of apps submitted to the App Store just for poor design alone.

Designers can use Appsee touch heat maps for UI optimization and troubleshooting. By leveraging touch heatmaps, designers can learn which areas of a screen users find interesting, which action buttons are being ignored or are confusing to the user, and where unresponsive gestures occur. Appsee tracks all the gestures within an app and will show which gestures are performed in every screen. The touch heatmaps also recognize the distinct differences between a tap, pinch, and swipe on the screen. This is powerful information that can help drive user interface improvement.

Bad Performance and Usability

Sometimes apps just perform poorly or are difficult to use. Unlike crashes or bugs, app performance can often times be more difficult to determine. Some examples of poor performance and usability include slow loading time, page errors, freezing and incomplete user-initiated tasks. Specifically, one major reason for sluggish apps is that memory usage is not optimized during the testing phase.

By leveraging Appsee’s user session recordings, developers can identify user frustration zones and resolve effectively. These recordings can also help developers determine key user behavior elements such as, why users might abandon registration, how loyal users use an app, and why users quit an app. Understanding these things can help app developers create an enhancement strategy and take any app to the next level.

User recordings show that there is a consistent error occurring with the user login page.

Recap

Ultimately, app users are not innately “naughty”; rather it’s the app itself that can be the bad influence. App makers need to focus on continual improvements to the different facets of the user experience, in order to prevent igniting frustration and subsequently poor reviews from app users. UX analytics platforms like Appsee can certainly help app makers achieve an optimal UX, stay ahead of potential issues, and maintain nice users.

Tis the season for nicer app users and start your free 14-day Appsee trial now.

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