“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
Figuring out what product improvements will have the biggest bang for your buck can be pretty labor-intensive. Digging into usage stats, bug reports, experiment results, and everything in between takes time, and time is money so you need to move fast 💵 💨. To move fast, insights need to be quickly accessible, and our latest improvements to Continuous Heatmaps make finding those nuggets of gold a whole lot easier.
Here are a few of the latest improvements, with lots more coming your way 👉👉
💡Continuous Heatmaps are available on Hotjar Plus, Business, and Scale.
With session data continuously flowing into your Heatmaps, you no longer need to set up snapshots and wait to capture data before getting any insights. So to make it easier for you to get started, we added a shortlist of the pages your users visited the most over the past 30 days. The popular pages list makes it much easier to find heatmaps dotted with valuable insights that help you to make your case for product improvements.
When we first launched Continuous Heatmaps, searching for a specific heatmap wasn’t smooth sailing—so we dug into your feedback to find a solution that tackled the issues you reported. The new single page search broadens your heatmap search options by showing all activity on a particular page, ignoring URL variations like query strings and fragments.
For example with a single page search for acme.com/products, your results will include:
If you want to analyze the behavior of users who visited a specific URL, you can select the "exact match" checkbox to narrow down the results.
Finding the page you need in Continuous Heatmaps used to mean copying and pasting links— or good, old-fashioned guesswork. We know this wasn’t an efficient use of your time, so we introduced URL suggestions in Continuous Heatmaps to help you find the page you’re looking for in much less time.
Now, when you select the single page filter and type a keyword into the search bar, a dropdown with some suggested page matches will appear—so you can spend less time searching and more time understanding user behavior. It’s that easy, take a look:
Now you can understand user behavior for a specific period of time by selecting a custom start and end date in Continuous Heatmaps. If you recently redesigned a page, you can quickly see how users are adapting to the changes by analyzing behavior from the exact date the changes went live. You can then compare user behavior both before and after the changes were made to measure the impact of your work over time.
Simply select the date picker in your heatmap, click on “custom date range” and choose the start and end date you’d like to zone in on. This allows you to get laser-focused on user behavior for a point in time that matters to you —helping you to pinpoint how users react to redesigns, new features, sales, and any updates to your product.
With Continuous Heatmaps still in Beta, we’re eagerly listening to your feedback so we can iterate on solutions that help you understand how your users behave. Remember, when a feature is in Beta it’s the perfect opportunity for your feedback to be heard and shape the evolution of Continuous Heatmaps 🤝.
Continuous Heatmaps are available on Hotjar Plus, Business, and Scale.
We've put together a quick tour to show you how to get to the latest improvements in Continuous Heatmaps.Read More
Organizing and actioning user insights can be challenging, but connecting the tools you use to optimize user experience makes it much easier. With user insights seamlessly connected to the tools you already use to analyze, prioritize, and collaborate on product decisions, getting buy-in and driving results becomes a breeze.
And that’s exactly why we’re excited to introduce the new Hotjar and Zapier integration 🥳
What is Zapier? (Skip ahead if you’re already a Zapier pro!)
Zapier connects Hotjar to the apps you already use like Google Sheets, Google Analytics, Miro, Trello, and thousands more so you can automate workflows and eliminate daily tasks that chew up your time. It’s simple to use, and you don’t need to write a single line of code to integrate with the tools you use every day.
It works by combining triggers like “New Recording” with actions like “Create new Row in Google Sheet” to complete an action in one app when a trigger occurs in another. Combinations of triggers and actions are called ⚡Zaps⚡ and these are what automate processes and cut out manual, time-consuming tasks.
The Hotjar and Zapier integration allows you to automatically send new Recordings, Survey Responses, and Incoming Feedback into over 3000 apps.
Let’s take a look at some of the workflows we’ve automated here at Hotjar. Remember, these are just a taster, you can connect Hotjar with any other app that has a Zapier integration. Here's how!
Spot trends and uncover new opportunities to improve user experience
Quickly spot patterns or discover new opportunities by connecting data found in Hotjar to tools like Google Sheets, Airtable, or Excel. Use the data to create eye-catching and easy-to-understand visuals like charts, graphs, and maps that impress your most critical stakeholders.
Using simple automation, you can automatically populate a Google Sheet with all recordings that contain rage clicks. As rage click recordings roll in, your Google Sheet will automatically update in real-time so you always have the latest data at your fingertips. Use this information to plot a line graph so you can monitor rage clicks over time, making it easier to spot trends and take action when you see a clear spike in behavior. Learn how to set up this zap.
2. Hotjar ➡️ Zapier ➡️ Miro
The user’s voice should be at the core of product decision-making, but sorting and acting on their feedback can be tricky. Building a seamlessly connected workflow gives you the tools you need to easily collaborate on feedback and use the user’s voice to build solutions that delight.
Using Zapier, you can automatically forward negative Incoming Feedback from Hotjar into a Miro board, and collaboratively map and prioritize user feedback. As feedback is pushed from Hotjar to Miro, new cards will populate on your board in real-time. Set aside an hour each week with your team to keep a pulse on user feedback and sort issues into different product areas. As a team, you can put the user at the center of your decisions when deciding what needs urgent attention, and what can be added to the backlog. Learn how to set up this zap.
Recruiting participants for user interviews can be a pretty painstaking task, but it’s certainly worth it. Effort vs. Impact, 🤷 right? By automating part of the recruitment drive, you can win back precious time and focus on what matters the most — learning from your users.
If a user indicates in a Hotjar survey that they're willing to chat, automatically forward their contact information to one central Trello board. As users leave their emails and comments through Incoming Feedback and Surveys, a new card will populate in a column on your "User Interview" board, so you can quickly sort candidates. Drive interviews forward in an organized way by moving candidates along your board and tracking them right the way through to sending their Thank You gift. Learn how to set up this zap.
If you’d be willing to share your zaps and workflows, and be in with a chance of featuring in our Hotjar + Zapier customer success series, please let us know here! And if you make the cut, some Hotjar swag will be sent your way. Head on over to our Zapier directory page to start building your own zaps!Read More