User experience
In an organization, user experience measures how employees interact with their organization's digital ecosystem; this includes evaluating the performance of the hardware and software they use during their workday, as well as their emotional perception.
Basic concepts
Analyzer builds the UXI (user experience indicator) based on the weighting of two others:
- Workspace Reliability Index (WRI)
- User sentiment
WRI (Workspace Reliability Index)
The Workspace Reliability Index, or device reliability indicator, allows for an objective performance score for a device based on the collection and analysis of detected issues. Multiple indicators are considered which, if certain issues arise in devices, reduce the score from an initial 5-star rating. These metrics include:
| Indicator | Severity | Threshold |
|---|---|---|
| HIGH_CPU | MEDIUM | Above 85% for more than 10 minutes |
| HIGH_RAM | MEDIUM | Above 95% for more than 10 minutes |
| BSOD | HIGH | Presence of a BSOD (blue screen) |
| APP_CRASHES | HIGH | Presence of application crashes |
| APP_HANGS | HIGH | Application crashes presence |
| TEAMS_PROBLEMS | HIGH | Detected problems in Microsoft Teams |
| PNP_ERRORS | HIGH | Detected peripheral errors |
| WIFI_SIGNAL | HIGH | Signal below 30% for 10 minutes |
| LOGIN_DURATION | HIGH | More than 60 seconds |
| UPTIME | LOW | More than 15 days |
| RESTART_PENDING | LOW | More than one day |
| CRITICAL_EVENTLOG | HIGH | Presence of critical events in the event viewer |
| UID | MEDIUM | High system response rate (greater than 350 ms) |
| LOW_STORAGE | MEDIUM | Low free disk space (less than 20%) |
| MULTIPLE_EVENTLOGS_ERRORS | MEDIUM | More than 50 errors generated in the event log in the last hour |
| UNAVAILABLE | MEDIUM | Session unavailable for more than 5 minutes |
| RAM_UNDER_MINIMUM | MEDIUM | Less than 1 GB of free memory |
| WINDOWS_UPDATES_POOLED | MEDIUM | Windows Update service running on pooled machine |
Where each severity deducts the following score from the initial 5-star rating.
| Severity | Penalty |
|---|---|
| HIGH | 0.2 |
| MEDIUM | 0.016 |
| LOW | 0.008 |
User surveys
User sentiment is captured through surveys. And the way to respond is by providing a satisfaction rating based on a score between 0 and 5 stars.
Web Interface
The dashboard view of the 'User Experience' section consists of the average information of all devices and users in the organization; it is calculated daily.
Global view
The global numbers are offered at the top.
- UXI Average: average experience indicator for the entire organization. It can range from 0 to 5.
- Tendency: an indicator that, based on the evolution of the UXI average, shows whether its tendency is positive or negative.
- Total users evaluated: total users evaluated
- Total workspaces: total devices evaluated
Two charts are also included:
- UXI Average: shows the distribution of users by UXI level, along with the organization's average.
- UXI Tendency: shows the temporal evolution of the UXI over the last month.
At the bottom of the screen, by clicking on a user, individual cases can be evaluated. You can also see tables containing information about users who require attention due to sudden variations of this indicator or a very low score.
Individual view
This view provides the user data under analysis, including:
- Username: username reported in the user's session
- Last report: date of the last report received for this user
- UXI Average: experience indicator for the user; it can range from 0 to 5.
- Tendency: an indicator that, based on the evolution of the user's UXI average, shows whether the tendency is positive or negative.
- Total workspaces: number of devices the user has worked on
- Total poll answers processed: number of surveys the user has answered and are taken into account in this evaluation.
At the bottom of the screen, detailed information is included in a table format.
- Polls in the last 30 days: surveys answered by the user in the last 30 days. The detail of this view offers the user's survey scores compared to the organization's average for the same period.
- Workspaces in the last 30 days: provides a table that contains all the devices the user worked on during that time span, as well as how many times they worked on each, the operating system, and the WRI indicator of each.
- Issues in the last 30 days: table showing the list of problems detected on devices used by the user in the last 30 days, as well as the date and score that each of them deducted.