How do we know we do right? Measuring and interpreting statistics on use International Output database and Marketing Conference Den Haag 5 – 9 September 2005 Annegrete Wulff Statistics Denmark, awu@dst.dk

Hits Visitors Sessions Retrievals Ask for opinions Study navigation What to measure Hits Visitors Sessions Retrievals Ask for opinions Study navigation

Unique IP addresses (visitors)

IP, hits, sessions

Table retrievals

Retrievals, web service …..

pdf dst.dk Subject matter division, Dissemination, IT-Centre Cleaned micro data Statistical registers Research sector Aggregation to macro data Charged statistics and analysis - StatBank Denmark SumDatabase pdf Publication - www.dst.dk Print Binding dst.dk The Public

Affecting the statistics of use Incident ( In Stat.DK) Increase Decrease Structure of design x Improved connection Pricing structure Enlarging contents Free access Larger table limit Caching Web service Excel web queries

Answers depends on current experience User surveys Questions should be short clear few Answers depends on current experience

What works - what does not work 5-6 testers will do Usability tests What works - what does not work 5-6 testers will do Watch first – ask later

Support staff experts on user difficulties Hot-line Support staff experts on user difficulties Do we spoil what works well? Count the appreciations and multiply with 1,000 Count the complains and divide with 100