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Atlas: 3 steps to answering key business questions.

February 9, 2023 By: Adam Stewart

It’s the dilemma facing every digital team today: We have more data available to us than ever before. Yet, it takes more work to determine what our customers need and what will drive the most business value. 

Enter Atlas: Your guide to getting the digital answers you need now. 

But what does it actually look like in practice? We’ve provided a walkthrough to show how to use Atlas to answer key business questions.

What is Atlas?

Earlier this year, we launched Atlas, a collection of pre-built industry guides that outline, step-by-step, the critical questions you should be asking of your data to build the best digital experiences—all available directly within the Quantum Metric platform.

Each guide proactively surfaces, quantifies, and monitors the primary KPIs for each bite-sized customer experience. So, instead of sifting through hundreds of data points to find the needle in the digital haystack, Atlas does it for you. 

How to use Atlas to answer key business questions in three steps.

The best part about Atlas? Its simplicity. With a guide, you can focus on critical touchpoints and uncover friction points along the customer journey. 

When you first jump in, you’ll see your most important key performance indicators anchored at the top of the page above the guide, so you always have a pulse on performance. 

Now, onto the actual guide, which is divided into three parts: current trends, customer flow changes, and the factors impacting the customer’s digital experience. Let’s walk through one together, using a checkout guide as an example. 

Step 1: What’s trending? 

If you spot an underperforming KPI, you can explore detailed KPI trends over time in the first part of the guide, where you’ll also be alerted to any anomalies, which, in our example, one has been detected.

We could filter by time and device type to see when and where it occurred. 

Step 2: Are changes impacting the customer flow? 

If an anomaly is detected, you’d want to review changes in trends here. Is there a funnel drop-off point somewhere? Or a user error hidden within one of the steps? This part of the guide will say, hey, your problem is right here.

In this case, there’s a significant drop-off between steps in the funnel, and it’s this segment we’d zero in on to get to the root of the issue. 

Step 3: What are the root causes? 

The last step is to uncover factors impacting the customer’s experience and understand if it’s a behavioral, technical, or performance issue. 

In our example, the anomaly indicates that customers are running into an API error while checking out. To dig down to the root cause, we’d watch a session replay—accessible directly from the guide—to understand what friction points customers in this particular segment encountered and then use that information to fix the issue. 

Knowing what’s impacting your customers doesn’t have to be hard. And that was exactly our goal in building Atlas: To simplify digital insights and enable you to understand what your customers need now. 

See Atlas in action. 

Today, you can choose from many guides in the Atlas library to find one for your specific use case, including banking, travel, retail, insurance, and telecommunications. Cross-industry guides are also available to provide a structured approach to everyday use cases for digital organizations, regardless of industry. 

And many more are on the way as we learn and incorporate more findings into our library. Stay tuned!

Ready to learn how to get the most out of Atlas? Watch this live deminar to see a few guides in action. 

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