What can we learn about a customer or visitor

he user profile view allows you to see all information related to a given user. It is very useful when you need to better understand how a visitor or customer actually used your web or mobile application.

When clicking on a given user in the Users view, it will open a view as the one below.

So what do we have here?

  • On the left column, we have a quick summary about our user.
  • Upper right is the map of where the user is coming from for each session. If he did multiple sessions, you will see different positions with circles. The bigger the circle, the most activity happened from this place.
  • Below the map is a timeline of the user activity. You can see usage pattern over time. Hint: When placing your mouse over a circle, you will see the matching location in the map.
  • Below are different tabs, the default one is Sessions. This tab contains all past sessions from this user over time with information such as place, device used, date & time, session duration, the website the user came from and most importantly, what this user did on our website or app.

The session tab should look like this.

We can see that this user did a session this week that lasted for 38 minutes. We
can then see all click that he did on various HTML elements of our web page.

Every event is also tagged with an icon and color code. Here are the ones you might encounter.

As, you can see that all user actions are recorded by default, even if it is a bit technical sometimes, they always match an action triggered by your visitor or user. It could be a scroll event, a double tap, a swipe event or click on an image. Whatever it is, Air360 recorded it.

When a technical event matches an event you already defined & track in Air360, it will automatically appear in this view as shown below in the yellow tags.

This helps make things much more user friendly. As you can see below, we defined the event Change theme color when a user clicks on a HTML element with identifier "custom_main_color". Much better right?

You may also have noticed the switch "Expert mode". This switch allows you to show even more information that are tracked automatically by Air360.

When you enable the Expert mode. You may have a much higher events count as shown below. Remember that we had 180 events previously without the Expert mode? We can now see that Air360 has actually recorded 417 events for this user session that lasted 38 minutes.

The Expert mode is interesting when you need more granularity or more details in how the user did on your site. For example, you probably noticed that we detect when the user is looking at the page, this is usually triggered when we detect that the user is still on the page but not clicking on anything, it might be the mouse is simply moving for example.

Let's now look at other tabs

2. Devices

Devices reflects all the devices a user used with your product. A user might have discovered your service via your website on his laptop, later on, browsed your website on his mobile phone and then downloaded your iPhone app. Air360 helps you keep track of all devices a user. This is very useful to better understand how users usually interact with your app or website. Another use case is to help your customer support easily find out about potential problems. For instance, a user might complain that a button on your website doesn’t work. Here you have a clear picture of what browser this user used, which version, screen size, etc.

3. User properties

The user properties are usually set directly within your code via our SDK or API. These allow to record extra information about your users that Air360 doesn't record automatically for you. For privacy/security reasons, Air360 doesn't record user input information from user keyboard. This is to make sure that we don't record any credit card related information, names or any other personal information.

You can also set a user property here directly by clicking on Set user property. This can be very useful for example if you want to tag your team as "site owners" for example, you could create a property named "owner" and set it to "yes" as shown below.

Then it is super easy to create a user segment that filters out all users that are tagged with owner set to "yes". This is extremely useful when you want to exclude your administrators or team member from your user segments.

4. User segments history

Air360 keeps the history of which user segments a user joined or left over time.

One thing important here; if you modify a user segment the information will not be retroactive. If you create a new User segment, this won't be applied to past data, only data from now on.

Also, if you delete a User segment in Air360, it will disappear from User segment history.

5. Purchases

Here, all the purchase history for this user is displayed.

Also, when clicking on the line with the purchase, a lateral bar will open in your browser with all related information that were tracked with this purchase.

6. Server-side Events

These are events that were triggered for this user but not by this user directly.

A simple example could be an email or push notification that would be sent to this user. In this case, this is not an action triggered by the user but by via our API or 3rd party integration. These are extremely useful to augment your users data and have a better picture of who they are. All this requires is a single line of code as you can see in our documentation here.