We're very excited to share with you that Hotjar has joined forces with Contentsquare!
What Hotjar is to entrepreneurs, small and medium-sized businesses (SMBs) and mid-market companies, Contentsquare is to enterprises. Founded in Paris in 2012, today they help over 750 enterprises in 26 countries deliver better digital experiences for their customers.
While this opens up an exciting new chapter for Hotjar, both companies will continue to operate independently for the foreseeable future, and rest assured we will maintain the same exact level of service and support to all our clients and continue to deliver on our roadmap as planned.
What this does mean, is that in the near future, we will be accelerating our innovation and new product development as we leverage Contentsquare’s technology and resources; such as their recently launched cookieless technology, their acquisition of machine and deep learning startup Upstride, and their recent $500 million Series E investment round.
As a final note, we reflect on how well the Hotjar core values have guided us throughout our journey these last seven years. We see our next chapter as a great opportunity to put you, our customers, even more at the heart of what we do, whilst being bolder, moving faster and continuing to challenge ourselves to grow. And while things will evolve at Hotjar (no doubt for the better), we promise to stay true to working with respect and gaining your continued trust with transparency.Read More
Have you ever wanted to watch recordings of users who visited yoursite.com/checkout, but didn’t click “Buy”, so you could discover opportunities to improve your checkout flow?
How about sending an error event to Hotjar when your user encounters an issue, and being able to find all the recordings of users who experienced it, so you can see exactly what happened and build a case to fix it?
Maybe you’ve thought about automatically putting a survey in front of users just after they tried your new feature so you can find out how they feel about it?
Every product experience is different, and the user actions that are crucial in one product are insignificant in another. Targeting and filtering based on those key user events that are unique to your product experience will give you a deeper understanding of your users’ behavior.
We’ve just released a new Events API that will allow you to send custom events to Hotjar, then use those events across Hotjar to do things like filter your recordings list, zone in on the insightful part of a long recording (with events now appearing in the timeline), or ask your users for feedback at the moment when they’ve just taken an important action.
Here’s how to get started sending your important custom events to Hotjar, and getting a better understanding of your users with less time spent searching through recordings or survey responses to find the most relevant ones.
You may already be aware of our Identify API that sends custom user attributes to Hotjar. Attributes can also be used to filter recordings or target surveys, but they represent a different kind of data. User attributes are identifying characteristics of the user, like their nationality, job title, or price plan. They’re not tied to a specific point in time.
Importantly, user events are actions that a user takes at a specific point in time. They’re timestamped and can take place multiple times throughout the user journey. This is why you’ll see events represented in the timeline of a recording, where attributes are not.
So… to summarize:
“When in doubt, zoom out” is a favorite saying of stock market investors. It reminds them not to make rash decisions based on a single data point but to take a broader perspective instead. There’s something valuable product teams can learn from this. It can be tempting to make product decisions based on feedback from a single user who shouts loud enough, but that user isn't always representative of your larger user base.
Listen to your user, of course, but before you start working on a product improvement or bug fix based on a single user’s feedback, you should:
We’ve heard product teams describe this use case time and again, but up to now it’s been quite a manual process in Hotjar. When your user told you something insightful via Incoming Feedback on your site, finding the recording of what the user experienced, or a heatmap of the page where they experienced the issue, was cumbersome. So we’ve made it a lot easier:
Pulling it all together, connecting Incoming Feedback with Recordings and Heatmaps will help you to identify, understand, and validate user issues, and make better product decisions.
The issue has been flagged, understood, and validated faster than you can say "continuous discovery" 🙌
Get started by jumping into your Incoming Feedback responses and clicking on 'Play'.Read More
When it comes to better understanding your users’ needs, creating a survey is the easy part. The biggest challenge is actually getting your users to complete it 🤭.
Your survey is one of many other survey requests your users see each week, so how do you make sure that yours is the one they finish? The latest addition to Hotjar Surveys will help you identify opportunities to optimize your survey, so more respondents make it to the finish line 🏁.
The new Survey Performance tab gives you a high-level overview of how your survey is performing, as well as a question-by-question breakdown of impressions and where respondents are dropping off 🕵️♀️. This new view helps you to easily spot when a survey is performing poorly, and which questions are causing respondents to give up — so you can make changes that have a positive impact on your response rate, and bring in higher quality survey responses.
The survey overview gives you a snapshot of your survey’s overall performance by surfacing metrics like impressions, starts, completes, and completion rate. From here, you can quickly tell if your survey is collecting enough responses, or if something’s amiss 🤔.
If impressions are high but the completion rate is low, then it’s time to roll up your sleeves and see exactly where respondents are dropping off 📉.
The survey breakdown gives you a question-by-question analysis of your survey performance. This breakdown includes the question, question type, impressions, drop-off count, and drop-off rate—equipping you with key data to create more successful surveys. For example, if the drop-off count and drop-off rate are significantly higher for a specific question, it’s time to take action.
Here are a few things you can investigate when you see a considerable drop-off in your survey:
Make small changes to your survey questions over time until you see a decrease in drop-off rates and an increase in survey completions. Take note of what works for your audience and use your learnings to make your next survey a success from the get-go.Read More
Watching user recordings is a great way for product teams to put themselves in their users’ shoes. They help you to find issues, prioritize product improvements, and validate if a feature you’ve released is being used as you intended. Is anything ever really used exactly as you intended...? 🤦♀️
User recordings shed light on all of this, but sometimes it feels like you’re looking for a needle in a haystack. Only some recordings give you the insight you're looking for (see our update on sorting your recordings by relevance) and it’s only certain parts of each recording that contain the really valuable nuggets of gold. That’s where our new player timeline comes in.
It’s now much easier to skip past periods of inactivity where your user went to make a cup of tea (presumably 🤷) and jump right to the parts where they did something like visit the page you’re interested in, u-turn, rage click, or leave feedback.
Take the below screenshot of a recording where one of your fellow Hotjar users is, admittedly, having a bad time using Hotjar. This is an example of one of those hopefully rare recordings that’s painful to watch, but gives you tons of valuable insight into your user’s experience, and forms a crucial part of your product discovery process.
We've split the recording down the middle so it's easier to see.
Here’s what’s changed to help you get to the sometimes cringey but always insightful bits:
Why not jump into Recordings now and see how quickly you can find insights that help you empathize with your user and inform your product decision-making?Read More
If there's one skill that great product teams share, it's prioritization. The best product teams have a laser focus on what’s most important and they move quickly to action it. We want to help you prioritize more effectively and move faster, so we’ve made two big improvements to Hotjar Recordings.
Up to now, we’ve sorted your recordings list in Hotjar by most recent. However, most recent doesn’t always mean most relevant, and you’re never going to watch every single recording in chronological order - at least not without eating far too much popcorn! 🍿 That’s why we’ve introduced the ability to sort your recordings list by relevance.
Hotjar does the time-consuming work in the background to surface the recordings that are most likely to provide you with valuable insights based on the user’s actions during the session. Recordings are ranked from ‘Very High’ to ‘Very Low’ in terms of relevance. Simply sort your list to start with the ones that are most likely to yield actionable insights that inform your product decisions.
💡 Pro Tip: Once you’ve sorted your recordings list by relevance, try applying the ‘Not Watched’ and ‘New Users’ filters, too. That way, you’ll not only see your most relevant recordings but also recordings that you haven’t seen before of first-time visitors to your site.
Prioritizing the most relevant recordings sounds great, but this often means longer recordings that contain more user actions. If you’ve been using Hotjar for a while, you’ll know that these recordings can take longer to load and there can be a lag when you try to skip forward and backward to different points in the recording. With that in mind, we’ve been working to improve the performance of our recordings player to shorten the time it takes you to get from relevant recording to actionable insight.
We’ve reduced the average load time for recordings by 27% and the average time it takes to jump from one point in a recording to another by 78%. This might only mean a few seconds each time, but we all know that seconds can feel like hours when you’re waiting for a page to load, and the accumulation of all those seconds over time can really add up. Overall, it’s just a much smoother experience for you, our user, when you’re already working hard to create a better experience for your users.
We've put together a quick tour to show you how to get to your most relevant recordings in 3 simple steps:Read More