Context

Not all users are regularly active; some users may only be active a small amount of times over the course of a month/quarter/year. 

User Story

As a PX admin, when I am creating recurring engagements…

I want to set a minimum number of days active OR total visits in between occurrences…

In order to vary the experience for regularly active users and less frequent users, and (most importantly) protect the experience of less frequent users. 

Sample Use Cases

1. A prompt to {intermediate onboarding action}
   • Join the community
   • Complete a specific training course
   • Complete the next level training course
2. Feedback Surveys

I may want regularly active users to have a recurrence of the engagement once a month or quarter. For example, if they haven’t completed that training and they’re regularly active, I may want to remind them again after 1-2 months. 

On the other hand, I do not want to inundate a user who is only active a few days in a quarter with too many engagements. And I don’t want to disqualify them altogether; they still should {complete action desired by the engagement}, but it’s just not as urgent a need given their activity level. 

With the ability to set X days active in addition to the time based Qualification Scope intervals, a user could be temporarily disqualified or delayed from the next recurrence. 

For example:

• New user sees the Join the Community engagement when first qualified 
• User is active only about once every 7-10 days
• User session initializes >1 month after seeing Join the Community engagement
  • Current State: User qualifies to see the engagement again; only 3 or 4 visits after last seeing it. 
  • Future State: User does not qualify based on Total Visits/Active Days (between occurrences) set at X (let’s say 10 total visits or days active)
• User continues to be active about once every 7-10 days
  • Current State: User qualifies to see the engagement for the third time; only 7 or 8 total visits have passed across the 3 occurrences
  • Future State: User does not qualify based on Total Visits/Active Days (between occurrences) set at X (let’s say 10 total visits or days active)
• User continues to be active about once every 7-10 days
  • Current State: User qualifies to see the engagement for the fourth time; only 10-15 total visits have passed across the 4 occurrences
  • Future State: User does qualify this time, as their total visits/active days (between occurrences) has met the criteria of X (10 for this example)
    • In this scenario 3 months have passed and 10+ visits have happened in between the occurrences; a much better experience for sporadic users. 

Requirement

The qualification on visits/days active needs to be counted between occurrences, not the current cumulative total for the user all time. 

Why current options do not work 

• Total visits is a cumulative number that will vary based on launch factors: 
  • When was PX implemented / data collection begin for that user? 
  • When is this engagement being launched in comparison to that user’s lifecycle 
    • Net new users may fit a total visits circumstance for the examples above, but what if you have thousands of active users you also want to engage? 
• Feature usage rules are also cumulative and will vary based on similar launch factors:
  • When was PX implemented? 
  • When was that feature defined/backfilled?
• Audience rules for Total visits and Feature usage do not allow time based options:
  • Cannot do X Total Visits or X Feature clicks within {time frame}
• For all the reasons above, Segments is not an option for persona-based variance
  • Cannot define Regularly Active vs Sporadic Users as segments and then set the engagement only for Regularly Active
  • This approach also doesn’t work for the overall objective to prompt the user again later on, but just at an appropriate interval based on their volume of usage between engagements.