Your Introduction to Hotjar

Every week, our Customer Success team delivers live webinars to give you some details about Hotjar and the 8 tools we offer. If you missed one, need a refresher, or simply want more information about Hotjar, you are in the right place!

Check the recording from one of our latest webinars below; we added a write-up and and a lot of extra links to each section, to make sure you find all the support you need to get started. 

 

 
 



  1. Hotjar background, toolset, and methodology [00:00 - 04:00]

  2. Technical details [04:00 - 05:50]

  3. Hotjar tools deep-dive [05:50 - end of video]



1. Hotjar background, toolset, and methodology


Hotjar has been around since 2014—but don't let our relatively young age fool you. We've been fortunate to grow very fast, work with a variety of industries and websites, and be trusted by a lot of big brands like Udemy, Nintendo, and Spotify.


hotjar-customers(check out the testimonials available on our customer page)

 

Before Hotjar, people who wanted to improve their websites and user experiences would need to use multiple tools (like recordings, analytics, heatmaps, feedback tools, etc.), each of which had its own scripts to install. They would also need a lot of work to put all the separate results together to get some usable insights.

At Hotjar, we wanted to make sure that our users would gather all the information about how their website or app is being used, and why, from just one account with one script. We believe that to truly empathize with your visitors, and get the most actionable and valuable results, you must look at the what (analytics) and the why (feedback) together.
 

See it in action

Our pricing page is one of our most valuable pages, so we wanted to understand a) how it performed and b) how we could improve it.  

We used a heatmap (one of our analytics tools) to see what people were looking at and clicking on, and shortly after we added a poll (one of our feedback tools) that asked: "Is our pricing clear? If not—what would you change?"

how-why-analytics-feedback

Within a couple of days, we could see a lot of clicks on the third column from the left in the image above (where you see the red dot), and we assumed it was because people were particularly interested in that plan.

But after adding the poll, we discovered that people spent a lot of time clicking because they did not understand the pricing at all, and were hoping to get more information. This came up hundreds of times in the polls, and was the kind of insight we needed to create a clearer version of our pricing table.

 

Our tools are designed to help you understand ‘the big picture’ of who is coming to your website, who they are, why they're converting (or not), and what patterns of behavior exist (we generally equate this to playing chess: when you play, you need to be able to see the entire chessboard before making your next move). To help you get the most out of Hotjar, we recommend that you take a look at our “big picture methodology” so you can discover:

  • drivers: what your visitors want, and why they want it;
  • barriers: what is stopping your users from getting it;
  • hooks: what is persuading your users when getting it.



2. Technical details

A. On-demand data collection

Hotjar is different from tools that automatically collect data from every single page at a constant rate—which is costly and gives you a lot of data that you might not ever get a chance to see. Instead, we allow you to collect an unlimited amount of heatmaps, recordings, and other analytics data on-demand when you need it.

 

B. Data collection plans

We offer different data collection plans based on your traffic, so you have the flexibility to capture what you want, based on the challenges you have. In fact, Hotjar is ideal for agile teams that make small, frequent changes: every time you make changes to your website, you can use Hotjar to get insights.

Further reading: our pricing page (make sure to check out the FAQ section at the bottom) and our pricing help guides.

 

C. The Hotjar script

To use Hotjar, you first need to install the script (we call it “tracking code”) on your website: simply follow this step-by-step guide to the Hotjar tracking code that helps you get set up in minutes.

PS: we are often asked “will Hotjar slow down my site?”. We work hard to make sure that the script has negligible impact on your site performance or loading, and here is a useful technical write-up where we explain the measures we took to make it possible.

   

D. Privacy by design

Your privacy and that of your users is a priority for us. We use Amazon infrastructure to keep all the data extra safe, all of the passwords are encrypted, and communications between servers are secure.
If you want to know more, here is a technical overview of our data safety, privacy, and security protocols.

Speaking of privacy: our CEO David Darmanin recently (Nov 2017) published an article that discusses our commitment to privacy; we also committed to achieve compliance with GDPR before the regulation goes into effect in May 2018. 



3. Hotjar tools deep-dive


All the tools available in Hotjar are currently organised under two categories:  

  • Analytics tools allow you to measure and observe user behavior (the how);

  • Feedback tools allow you to solicit feedback from users so you can understand the behavior (the why).

 

all-in-one hotjar


Analytics tools — Heatmaps
Heatmaps help you understand what users want, care about, and do on your website or app by visually representing their clicks, taps, and scrolling behavior. 

what_is_hot_jar1

Here are some resources to help you get great results with Heatmaps:



Analytics tools — Visitor Recordings
With Visitor Recordings, you can watch recordings of your visitors’ browsers as they click, tap, scroll, and navigate across the pages of your website or app, which helps you spot the usability issues and obstacles they encounter.

what_is_hot_jar2

Here are a few extra resources to help you get great results with Visitor Recordings:

 

Analytics tools — Funnels
Funnel reports help you identify where your visitors are commonly dropping off (leaving) your website: once you know, you can find your biggest opportunities for testing and improvement.

what_is_hot_jar3

Here are some of our articles to help you get great results with Funnels:



Analytics tools — Forms 

Form reports help you analyse your forms and discover which fields take too long to fill, which are left blank, and why your visitors abandon your form—so you can work on testing and improving the situation.

what_is_hot_jar4


Here are some resources to help you get great results with Forms:

 


Feedback tools — Incoming Feedback

With Incoming Feedback, your visitors have an easy way to leave instant visual feedback on your website or app, so you get to discover what they love (and hate), identify issues, and find opportunities for growth.

what_is_hotjar_incoming_feedback
Here is a list of resources to help you get great results with Incoming Feedback:



Feedback tools — Polls

With Polls, you can ask direct questions to your visitors to find out what they are looking for on your website or app—and discover what’s stopping them from getting it.

what_is_hot_jar53

Here is a list of resources to help you get great results with Polls:



Feedback tools — surveys

Surveys let you direct your visitors to a separate survey page and receive their in-depth feedback on your website or app, and even on your entire business.

what_is_hotjar_survey

Here are some more resources to help you get great results with Surveys:



Feedback tools — Recruiters

Recruiters helps you get in touch with your visitors and recruit the best possible participants for user research and testing directly from your site.
what_is_hot_jar64

 Here are a few extra resources to help you get great results with Recruiters:



Well, that's a wrap. Happy Hotjarring!

PS: Interested in seeing all of this live? Join one of our upcoming weekly webinars :)