Design metrics for offline mode

Question

What metrics would you use to measure the success of push notifications? How would you set up tracking?

Codemia · Accepted Answer

The specific problem at hand is to design effective push notifications for users in offline mode on the Lyft app. This means understanding how to keep users engaged and informed even when they lack internet connectivity. The goal is to ensure that users receive relevant notifications that can prompt them to open the app as soon as they regain connectivity, thereby improving user retention and engagement.

The primary users are Lyft riders who frequently use the app to book rides. Understanding their pain points is crucial; many users may face connectivity issues in urban areas or while traveling. What matters for this product is the ability to communicate important updates, such as ride availability, promotions, or safety alerts, in a way that feels timely and relevant, even when they are offline. The market context includes a competitive landscape where other ride-sharing apps may also be vying for user attention, making it essential for Lyft to maintain engagement with users in offline scenarios.

The proposed solution is to implement a smart push notification system that queues notifications when the user is offline and prioritizes them based on their relevance. For example, if a rider has a scheduled ride, they should receive a notification about any changes to that ride (e.g., driver details or delays) as soon as they are back online. Additionally, we can segment notifications by user behavior, offering personalized content such as local promotions or reminders based on previous ride history. This solution addresses the immediate need to keep users informed and engaged even without connectivity.

To measure the success of this feature, I would track the following metrics: 1) **Notification Open Rate**: Percentage of queued notifications opened once the user is back online. 2) **User Engagement Rate**: Increase in app sessions following receipt of notifications. 3) **Retention Rate**: Percentage of users who continue to use the app after receiving notifications, compared to a control group. 4) **Feedback Score**: User ratings or qualitative feedback on the perceived usefulness of notifications. 5) **Conversion Rate**: The percentage of users who take action (e.g., booking a ride) after receiving a specific notification.

Key trade-offs include: 1) **Relevance vs. Frequency**: Balancing the number of notifications sent to avoid overwhelming users while ensuring critical updates are seen. 2) **Personalization vs. Privacy**: Implementing personalized notifications may require additional user data, raising privacy concerns. 3) **Resource Allocation**: Investing in developing the offline notification system may divert resources from other features or enhancements, necessitating careful prioritization of product development efforts.

Design metrics for offline mode

Lyft

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