Creating a Website & App Insights Project

About Website & App Insights Projects

Website & App Insights projects help you collect feedback and analyze browsing behavior on your websites and mobile apps, empowering you to design the best digital experience possible.

To get started on your digital experience program, first you need to make a Website & App Insights project. From there, decide whether you want to collect feedback using graphics like overlays and feedback buttons, or whether you want to dive deep into session analytics. If you choose to start with feedback collection, you can choose between a guided or a more complex, customizable approach.

Creating a Website & App Insights Project

Projects are how you organize your creatives, intercepts, and session analyses. When you create these different elements in the same project, that usually implies they’ll be deployed on the same website together, since they all share the same project deployment code snippet.

Every project can contain more than one creative and more than one intercept. The session replay analysis is shared amongst the entire project, so you can see behavioral tracking for one website or app in one place.

1. Select Catalog from the global menu.
   
   Qtip: A project can also be created from the Projects or Homepage.
2. Scroll, filter, or search as needed to find the correct project type. This type of project can be made under CoreXM, CustomerXM, and EmployeeXM.
   Qtip: This choice does not affect the Website & App Insights features you have access to.
3. Select Website & App Insights.
4. Click Get started.
5. Name your project.
   
6. Click Create project.
7. Decide whether you want to Collect user feedback or Analyze user experiences first:
   
   • Collect user feedback: Collect feedback from website and app visitors by displaying dynamic graphics, such as overlays, feedback buttons, and embedded content.
     • Follow a guided digital setup: With a guided setup, we’ll walk you through the steps to get started. Fewer but more refined options are available through a guided setup, designed with user friendliness, flexibility for mobile screens, easy translation, and accessibility in mind.
     • Make standalone intercepts and creatives: A more manual setup gives you the freedom to combine different display criteria and graphics. For example, you may prefer this approach if you want to use a banner or a pop under. Manual intercepts also allow you to create more complex action sets, such as different types of creatives appearing based on different criteria.
   • Analyze user experiences: Learn more about your visitors’ website or app habits with Digital Experience Analytics. Use features like session replay capture and frustration detection to help identify where your visitors are struggling and improve their digital experience. This feature is only available to certain licenses and is not included with all Digital packages; reach out to Account Services if you are interested.

Following a Guided Digital Setup

We recommend selecting one of our guided setups from the bigger tiles at the top, especially if you are new to Website & App Insights, since they have a faster and easier setup. Create a great website or app experience complete with mobile-friendly views and translations all in the same editor.

• Responsive dialog: Get feedback at key moments using a dialog that responds to any device size.
• Feedback button: A feedback button (much like on the left of this support page) that slides out when visitors click it, so they can fill out a feedback survey right on the page.
• Templated embedded feedback: Inline buttons that allow visitors to indicate whether content was helpful (much like the Yes / No buttons after each section of this page).
• Embedded app feedback: Collect feedback on your mobile app experience.

Setting up a guided intercept

1. Name your intercept.
   
   Qtip: It helps to choose something that explains when or how visitors will be prompted for feedback, e.g., “Feedback Tab,” “Weekday Feedback Request,” “Support Site Only,” and so on.
2. If you are setting up a Responsive Dialog or Feedback Button intercept, determine the target site being linked in this intercept.
   • Choose a survey: Choose a survey from your account.
   • Enter a custom URL: If you want to link to something other than a Qualtrics survey in your account, paste the full URL in the field provided.
     Example: We want to collect support site feedback. We have a survey we wrote that asks for this feedback. We link it in this step.
3. Click Next.
4. Customize the appearance. Complete each of the sections listed to the left before you proceed. For more information:
   
   • Responsive Dialog
   • Feedback Button
   • Templated Embedded Feedback
   • Embedded App Feedback
   • Translations (All)
5. When you are done customizing the appearance, click Next.
   Qtip: If you need to stop here and continue setting up later, click Save and close.
6. Click Add targeting logic to determine when your creative should be displayed to respondents.
   
   Qtip: You can limit the creative’s appearance based on a lot of different information, from cookies placed on the browser, to whether it has already been displayed to website visitors recently, to the URL of the page, and more.
   Qtip: You can press Shift on your keyboard when clicking the plus sign ( + ) to create separate logic sets. For more details on building conditions, see Advanced Action Set Logic.
7. When you’re done adding conditions, click Next.
   
8. Determine how often your button or dialog will display. For more details on each of these options, see Intercept Options.
   
9. If you have XM Directory, you can choose to Link with XM Directory. This allows you to automatically link responses to contacts, use contact frequency rules, and target specific segments. For more information see XM Directory Integration with Digital Intercepts.
   
   • If you have multiple directories, select which directory you want to connect this intercept to.
   • Select if you want to create a new contact automatically when an intercept is evaluated. You will need to work with your website development team to add Javascript code in order to send contact information into the directory using the provided API. You can add the following information for each contact:
     • First Name
     • Last Name
     • Language
     • Additional key value pairs (e.g. “Location”:”Seattle”,”Gender”:”Female”). You can add up to 20 pairs
   • Determine whether you want to manage how often a signed-in visitor sees an intercept survey by using the directory’s Contact frequency rules.
10. Click Show advanced options to see additional intercept options.
11. When you’re finished, click Next.
12. If you want to add extra data points to collect from the responsive dialog, click Add Embedded Data.
    
    
13. Select a data type from the dropdown, and fill out the value and name.
    
14. When you’re done adding embedded data, click Next.
15. Follow the steps on the page to save the bookmarklet and test your intercept. If you need to, you can open your website on another browser tab to test what the intercept will look like on your website.
    
16. When you’re done testing, click Next.
17. Review your changes. If you want to edit anything before it goes live, click the pencil icon to go back to that step.
    
18. If you are ready for all changes to be live on the website that hosts the code snippet, click Publish. If not, click Save and close.

Creating Standalone Intercepts and Creatives

If you already have experience with Website & App Insights, you can scroll down to Build your intercept piece by piece. There, you’ll be able to make standalone creatives and intercepts that can be connected together.

You may prefer standalone creatives if you want to use graphics not yet supported by our guided setup, such as a banner or a pop under. Meanwhile, standalone intercepts allow you to create more complex action sets, such as different types of creatives appearing based on different criteria.

Intercepts can be thought of as the rules that determine when and how your project will be displayed on a website or an app. For example, you can show different elements depending on user information or portions of the URL. The intercept is where you define how your target survey, creative(s), and the conditions of a visitor’s session come together. See more on how to make an intercept.

Creatives can be thought of as the visual element of your Website & App Insights project; for example, a banner, a window that opens over a webpage, or even a link. Creatives let you reach your customers while aligning with your organization’s personal style. See more on how to make a creative.

Analyzing User Experiences

By selecting Analyze user experiences, you’ll find yourself on the Sessions page, where you’ll set up Digital Experience Analytics.

Digital Experience Analytics empowers you to find and close experience gaps through session replay capture and frustration detection. Understand how your customers are interacting with your digital presence, whether through a website or app. You can then use dashboards to analyze and share this data, even combining your digital performance data with surveys and other sources.

For step-by-steps, see the following:

• Setting Up Session Capture
• Data to Collect

Managing Website & App Insights Projects

On the Projects page, there are additional actions you can perform with your projects.

• Deactivate/Activate: When a project is active, all the Intercepts and Creatives inside it (that haven’t been individually deactivated) will continue to function on whatever website you paste your project’s deployment code to. When a project is deactivated, all the Intercepts and Creatives inside it are shut off. This lets you remove Website / App Insights projects from your webpage without having to remove the code, and it allows you to deactivate many Creatives and Intercepts at once without having to individually edit them.
  Attention: Testing bookmarklets does not work with inactive projects.
• Collaborate: Determine which users can help you edit your Website & App Insights project.
• Rename Project: Change the name of the project.
• Delete Project: Delete the project.
  Attention: This will permanently delete all Creatives and Intercepts within the project. Proceed with caution.
• Reveal in Folder: Navigate to the folder the project is stored in. This option won’t appear if you project hasn’t been sorted into a folder or if you’re in the project’s home folder.

FAQs