UX Knowledge Base

User Pain Points

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User pain points

The users across the globe, go and download an app, out of need only. Their set of problem areas is known as the pain-points, which they try to overcome by using your mobile app.

Henceforth an app must serve the main purpose of helping the users to get the solution of their problems.

But not every user gets the right direction to solve their problems through a mobile app, and chuck the app out of their device in no time.

So many apps fail due to the negligence paid to the users' pain points. 

A few user pain points

Application Not Responding(ANR)

An ANR will occur if you are running a process on the UI thread which takes a long time, usually around 5 seconds. During this time the GUI (Graphical User Interface) will lock up which will result in anything the user presses will not be actioned. After the 5 seconds approx has occurred, if the thread still hasn't recovered then an ANR dialogue box is shown informing the user that the application is not responding and will give the user the choice to either wait, in the hope that the app will eventually recover, or to force close the app.

Crash

A crash is when an exception within the app has been thrown which has not been handled. For example, if you try to set the text of an EditText component, but the EditText is null and there is no try catch statement to catch the exception that your app will crash and will be force closed. The user will not see what caused the crash, they will be shown a dialogue telling that the app has force closed unexpectedly and will give them the option to send a bug report.

Rage taps

Rage taps are a simple, universal indicator that the app user experience could be improved.

Rage Clicks/taps are moments when users repeatedly click, click, click---and tap---on a website, mobile app, or any other digital experience because they're frustrated. Rage taps on your app can be a clear signal of a frustrated app user.They are a digital signal of a user's annoyance with your site's UX.

For many product managers, this metric is a game-changer.

Identification of user pain-points

Not every user actually complains when he/she is dissatisfied; most simply churn without saying anything.This lack of feedback leaves you in the dark---pondering high bounce rates and low conversion rates in confusion.

  1. Find out who your target audience First and the foremost you need to understand that every business is different, and so are its customers. Every bit of your mobile app must speak only about your users' needs only and you must identify what the specific set of the audience are eventually looking for from your mobile app and how your mobile app can materialize those needs through the app platform.

  2. Check the existing apps in the market There are many apps available in the market, and some are well-suiting your specific app genre as well. By taking a look at those apps, would help you find out how far the existing solutions are liked or rejected by the users.

    You can check how these app solutions have tried to answer the users' pain-points and how well users are enjoying those features. There are a couple of analytical tools to give you a check on these parameters, but there is one other way to check out and that is through reading the feedback of the users, and understanding the accurate state of mind of your users, while using those apps.

    In accordance with, you can make the required changes in your app concept and help it to come out as a real-time solution provider to your users.

  3. Conduct User Acceptance Testing Your beta testers give you honest feedback about the usability factor of the mobile app, and which features can be molded still to get the desired final outcome. An app journey initiated on these parameters opens a floodgate of opportunities to your business and helps it to get the best out of your mobile app concept.Henceforth, you must not avoid these steps at any given condition and must find out how your app can really help in solving the users' pain-points.

    Read more on how to reproduce and address the app crashes.  

Analysis

Video replay of the session would help you to analyse where the crash and ANR occured. Alternatively you can also get the complete stack traces of the crash and ANR to debug the issue.

When you watch sessions that contain Rage taps, there's a high probability of uncovering an insight on which you can take action---a.k.a. the elusive "actionable insights"---because Rage Clicks happen alongside the frustrating experience. Crash & ANR analytics are provided in one single dashboard indicating the number of users impacted, screens where crash/anr has occurred, the impacted device models and OS versions. This is the better and faster way to debug and troubleshoot app crashes.