Customer Experience Mapping

[ShaikRa]

Hello All,

I am new to Adobe Analytics and would need your help start this activity where to capture different search experiences attached in excel in different sheets.

What KPIs and Metrics to use from Adobe which can help me capture data into attached format. One small example from Adobe be good to understand. 

Please assist.

Thank you.

[Roshanchauhan]

Hi Shaik,

The attached Excel file contains three sheets, each focusing on different search experiences:

1. Search Experience 1 - PN Search:

   • Tracks "Exact Part Number" searches, breaking down results into PDP Hit, MDP Hit, and Null/Other.
   • Includes metrics such as count and percentage of total for SMB and All ICT segments.

2. Search Experience 2 - Attribute:

   • Focuses on "Attribute" searches in the search bar, tracking PLP Hits for SMB and All ICT segments.
   • Includes count and percentage metrics.

3. Search Exp 3 - Application:

   • Captures "Application" searches, tracking PLP Hits similarly for SMB and All ICT segments.
   • Includes count and percentage metrics.

I would recommend for Adobe Analytics Setup:

1. KPIs and Metrics

For all search experiences, you can use:

• Metrics:

  • Count of Searches: Total number of searches performed for each type (PN, Attribute, Application).
  • Hits (PDP, MDP, PLP): Use custom events to track the type of page users land on after a search.
  • Null/Other: Track searches with no results or unexpected outcomes.
  • Engagement Metrics: Average time on page or clicks on results.

• Calculated KPIs:

  • % Total: Proportion of each hit type compared to total searches.
  • Conversion Rate: Number of successful actions (e.g., PDP Hits) divided by total searches.

2. Data Collection

• Search Term Tracking: Use an eVar to capture search queries. Classify them into categories (PN, Attribute, Application) for segmentation.
• Page Type Tracking: Use an eVar or classification for PDP, MDP, PLP, or other page types.
• Custom Events: Set up events to track user actions, such as downloads, clicks, and add-to-cart actions.

3. Workspace Configuration

• Create breakdowns by search type (PN, Attribute, Application).
• Add metrics like search counts, hit types, and engagement metrics.
• Include calculated metrics for "% Total" to align with your Excel format.

4. Example

For Search Experience 1 - PN Search:

• eVar: Capture search type (Exact Part Number).
• Events: PDP Hit, MDP Hit, Null/Other.
• Calculated Metric: "% Total" = Event Count / Total Search Count.

Thanks!

[ShaikRa]

Thanks for your response Roshan. We are basically trying to implement below requirement.

This part of the customer experience map is all about the search bar. The data we are looking for specifically is the data on events that happen after a certain type of term was entered into the search bar in TE.com.

1. PN Search – an actual TE PN was typed into the search bar
2. Attribute Search – a product attribute was entered into the search bar (for example, a search for a “sealed 24p header”)
3. Application Search – an application is entered into the search bar (for example, a search for “data connector for marine”)

then we can filter down search terms that we would consider attribute or application if we have list of all the search terms.

The data request is a funnel starting from the number of searches.

Example of the data funnel:

Let’s say we had 1,000 PN searches

• 800 of those searches led to a PDP hit
• 50 of those searches led to a MDP hit
• 150 of those searches resulted in neither a PDP or MDP hit (nul/other)

Of those 800 searches that led to a PDP hit:

• 300 resulted in a document download
• Average time on the PDP for all 800 searches was 3 minutes

Of the 800 searches that led to a PDP hit

• 300 resulted in a document download
• 150 resulted in an add to cart
• 100 of the 150 added to cart resulted in a purchase through TE.com
• 200 clicked a distributor link

Please assist.