Team
Product teams
The feature shipped, the number did not move, and nobody can say which of the two reasons it was
Adoption is flat. It is either the wrong feature or a feature nobody could find, and those need opposite responses. Session recordings show you ten people and a quarter of an hour. The analytics show you the drop and not the reason for it.
The numbers
80%
of features in a product are rarely or never used, across 615 software subscriptions
Pendo, 2019 Feature Adoption Report
12%
of features generate 80% of average daily usage
Pendo, 2019 Feature Adoption Report
12%
of experiments produce a statistically significant improvement on the primary metric, across 127,000 experiments
Optimizely, experimentation playbook
What ARCY sees
ARCY gives a product team the sentence that is missing from the funnel: what the user was trying to do at the step where they stopped, in their own words.
- The step people stall on, per segment, per environment and per release
- The questions asked at that step, grouped, so a theme is visible without reading every conversation
- Struggle signals: the repeated attempt, the long pause, the field filled and cleared
- Which parts of the product an entire segment has never opened
What ARCY does
Before the roadmap can answer, ARCY answers, inside the product, through the chat surface and the flows your team authored. A flow is a day of work rather than a release, so a fix can be tested before it is built.
- Explains the step from the sources you approved, at the moment somebody is stuck on it
- Walks the user through it with a flow, which is the cheapest possible version of the fix
- Turns the conversation log into a ranked list of what confuses people
What it measures
Some of your users never open ARCY at all. Same product, same release, same window, no ARCY. That is the discipline a product team already wants and rarely gets: a measured difference rather than a chart that moved during the same quarter.
- ARCY compares the users it helped against the users it never touched
- Completion in both groups, per flow
- Below a minimum group size the difference is withheld, and the counts still show
+36.3% activation lift on this flow
With ARCY
42.8%
1,204 users who ran this flow
Without ARCY
31.4%
2,910 users who never used ARCY
ARCY compares the users it helped against the users who reached the same step and never used it. Both are counted as finished the same way.
Related
Find out whether it was ignored or never found
Book a walkthrough and we will look at one feature of yours, and what people ask on the way to it.