We’ve come a long way from counting pageviews and cookies. We can now instrument our sites (or our apps and whatever else) in ever more complex ways, and if we push the limits of the technology we can even try to track people across different devices. But the technological challenges are difficult and the end results still fit into the original model of measurements based around where people came from, what material they viewed and whether they ‘converted’. We focus on technology when we’re trying to understand human behaviour. This presentation is about pulling together all the clues we can get about the experience of the people who make up the ‘traffic’ on our sites. If we can understand what they want to do, why they want to do it and how this is relevant to a journey towards our final conversion, then we can help optimise the process. This is not about people how people get to our sites, this is about why they came and what they do.