{"id":50663,"date":"2020-03-23T12:55:37","date_gmt":"2020-03-23T07:25:37","guid":{"rendered":"https:\/\/vwo.com\/blog\/?p=50663"},"modified":"2025-04-28T17:07:28","modified_gmt":"2025-04-28T11:37:28","slug":"visitor-profiles","status":"publish","type":"post","link":"https:\/\/vwo.com\/blog\/visitor-profiles\/","title":{"rendered":"Announcing Visitor Profiles – Profitable Digital Empathy as an Outcome"},"content":{"rendered":"\n

We define Digital Empathy as the complex ability to stack all individual, unique pieces of the digital jigsaw puzzle together, for the sum of a collective to be greater than its individual components. <\/p>\n\n\n

What does a \u2018jigsaw puzzle\u2019 stand for, in your digital context?<\/strong><\/h2>\n\n\n

The ability for you to look at outcomes for a visitor (or user) instead of focusing on their individual sessions. Positive outcomes (form fills, feature adoption, add-to-baskets, purchases, etc.) are the inspiration for you to replicate similar experiences for fence-sitters and non-committals to add to your happy outcome ticker.  Negative outcomes (funnel leaks, form drops, cart abandonment<\/a>, diminishing feature usage, etc.) are opportunities to identify friction points and quash them in your next sprint.<\/p>\n\n\n\n

Download Free: A\/B Testing Guide<\/span><\/a><\/em><\/h3>\n\n\n

What are its \u2018individual components\u2019?<\/strong><\/h3>\n\n\n

TL:DR: Individual, unique, disparate sessions are individual components of the puzzle.<\/p>\n\n\n\n

No positive outcome is an isolated event. Pure Experience Optimization<\/a> is a function of looking at the bigger picture: individual sessions provide little merit. In a Wolfgang report<\/a>, we learned that 81% of visitors who converted engaged in at least 5 sessions before whipping out their credit cards. We envisage that the ratio of sessions: conversion will only increase in the future, owing to the proliferation of new research channels (open-social, dark-social & niche aggregators)<\/p>\n\n\n\n

Trying to optimize experiences by relying on individual sessions is an exercise in futility: you stand to lose more than the gains. Loss of context by focusing on individual sessions to elevate user experience is a derailer & we want to address it by unifying data across sessions at a visitor level.<\/p>\n\n\n\n

\"illustration<\/figure>\n\n\n

The \u2018Collective\u2019 – Announcing Visitor Profiles<\/strong><\/h2>\n\n\n

A little over a month ago, in one of our recurring customer calls, our product team bumped into an interesting use case<\/p>\n\n\n\n

\u201cWe run continuous surveys to identify optimization opportunities<\/a>. NPS surveys are our go-to instrument to accomplish this<\/a>. Approximately, 10% of our users rate us 10\/10. We want to filter all experiences from their first visit to their last, identify delight points and try to replicate similar experiences for other visitors falling in the same segment\u201d <\/p>\n\n\n\n

The customer wanted to empathize with their Promoters. Instead of looking at disjointed sessions of Promoters, they wanted to attach a User ID for all unique sessions and unify session logs for them to analyze \u2018aha\u2019 moments for each Promoter individually. The hypothesis was simple – replicating these \u2018aha\u2019 moments for Passives and Detractors would turn them into Promoters.<\/p>\n\n\n\n

Which leads us to Visitor Profiles.<\/p>\n\n\n\n

Starting today, all our Pro, Growth & Enterprise customers will have access to Visitor Profiles under Session Recordings<\/a> in our Insights<\/a> product. Multiple sessions across all Returning Visitors will be classified under a larger \u2018Visitor\u2019 umbrella for you to replay connected experiences.<\/p>\n\n\n\n

Not just that, we have also introduced an additional capability to bolster user-level analysis of friction in their respective experiences – all recordings will be replete with specific instances of Rage and Dead clicks across individual sessions for the entire journey. For even richer analysis, we recommend using Custom Dimensions that can be used to dig out the deeper gaps in a customer\u2019s experience. –<\/p>\n\n\n\n

For example, teams can analyze \u201clogged in\u201d and \u201clogged out\u201d visitor behavior <\/a>and engagement metrics. A visitor-level customer identifier is fired to VWO which classifies visitors in 3 buckets – visitors yet to sign-up<\/em>, visitors who have signed up but are inactive<\/em> and logged-in users<\/em>. With this information, teams can exclude inactive and logged-in users from their sign-up campaigns for wholesome experiences for everybody. <\/p>\n\n\n\n

We envision our customers exploiting Visitor Profiles and their Recordings for the following jobs (indicative list)<\/p>\n\n\n\n

Higher experimentation velocity<\/strong>: <\/h4>\n\n\n\n