“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
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
Cut through the noise in your recordings with these two new features:
1. Don’t waste time on recordings you’ve already watched
You know that feeling when you’re watching something on TV and you’re not quite sure if you’ve already seen it? Sometimes, when you’re on a roll watching multiple recordings in Hotjar, you’ll come across one that feels familiar.
Your recordings list used to be a mix of both recordings you’ve already watched and ones you haven’t. From now on, we’ll default to showing you recordings you haven’t watched so you can focus on uncovering brand new insights.
You can toggle this setting on or off at any time. So, if you’re struggling to find an interesting recording you watched recently (or you’re just in the mood for a re-run of the classics), you can focus your search on just the recordings you’ve previously seen.
2. Only see recordings of ‘new’ or ‘returning’ visitors
Segmenting by new or returning users is a classic and powerful way of segmenting users in analytics. You’ve now got a new/returning filter in your Recordings. 🎉
Here’s how the new/returning filter works, and a bit of inspiration for how it fits with your other Hotjar filters:
New to Recordings filters? Have a read of our guide on how Hotjar Recordings filters work.Read More
We’re making a major improvement to the way Hotjar captures data and taking the manual work out of understanding what users are really doing on your site.
We get a lot of suggestions from you, our customers, on ways Hotjar can make your lives easier and give you a better understanding of your users’ behavior. By far, the most common frustration is the need to create ‘snapshots’ in our Heatmaps and Recordings tools.
Let's face it, starting and stopping snapshots in order to generate recordings and heatmaps is not a natural part of your workflow. This can be confusing: you stop seeing new recordings, you get frustrated when you realize you need to manually restart a recording snapshot to avoid gaps in your data.
We’ve taken this feedback on board and built a new way of capturing the data used to generate heatmaps and recordings in Hotjar, automatically and continuously.
This will mean no more logging in to manually restart your snapshots and no more gaps in your data between one snapshot ending and another starting. Continuously capturing data will give you a truer picture of user behavior on your site, allow you to identify trends in behavior over time, and ultimately enable you to make the right changes to your user experience.
MaxiAxi is a leading online retailer of light and sound equipment. As participants in the BETA phase of continuous capture in Recordings, the MaxiAxi team has been experiencing this new way of generating recordings and have seen huge benefits.
Sven van Laar, Ecommerce Manager at MaxiAxi, is a regular user of Hotjar and sets aside a few hours every Friday to watch recordings of MaxiAxi users navigating the company's ecommerce site. This helps him to identify opportunities to improve the user experience.
"We've been able to fix a lot of issues with the checkout, things customers didn't get, things that didn't work, or problems that we didn't see but customers did. When you had to keep restarting snapshots, you risked missing a problem that came up in the store at a time when recordings weren't being generated. Now, with continuous capture in Recordings, you don't have the fear of missing out. You can always see the actual data, it's there waiting for you. You can trust that Hotjar will be ready for you, and you know the recordings are there."
Hotjar’s evolution from snapshots to continuous capture will be completed in phases and will be limited to certain tools within Hotjar and specific price plans at first. As we get feedback from initial customers and fine-tune the new experience, we will eventually make this the standard for all of our customers and across all tools in Hotjar.
The first step was taken last week when sites on our Business plans with an allowance of 50,000 pageviews/day or higher (price plans from $/€189 and up) got access to continuous capture in Recordings. If your site is on a plan that already has access, you can read more here about how continuous capture works in Recordings, what has happened to your existing snapshots, and the daily recordings allowances for your plan.
Continuous capture in Heatmaps will follow in the third quarter of 2020. The full rollout across all tools and to sites on all Business plans will also be completed in the third quarter of 2020.
If your site is on our Basic or Plus plans, you will need to wait a while longer to get the benefits of continuous capture, but it will eventually become the standard in all Hotjar plans. If you want to remove the manual work of starting and stopping snapshots as soon as possible, you can always upgrade your site to one of our Business plans (even if only temporarily) to get earlier access to continuous capture and lots of other advanced features.
The transition from snapshots to continuous capture will change how Hotjar fits into your workflow, and we’re confident that it will make it far easier for you to get the insights you need to create experiences that your users love.Read More
The DevOps team at Hotjar is always looking at ways of improving the speed and efficiency of our service through optimizing how we collect, store, and give you access to your data, and we are excited to share this update with you today.
We recently switched service providers of our content distribution network (CDN), which allows us to deliver our data collection script faster, depending on where your customers are situated.
The biggest regions impacted by these changes were the EU & US, who are now seeing a 64% & 58% improvement in the average time between requesting and retrieving the Hotjar script and associated assets respectively.
We really appreciate the trust you put in us and we are committed to constantly improving Hotjar for you.Read More
We recently published a blog post about our commitment to privacy. As a Hotjar co-founder and Director of Engineering, I am following up with this technical explanation of the changes we made to our recordings so they are more secure and privacy-centric for you and your website visitors.
When visitor sessions are recorded, recording tools such as Hotjar typically take a copy of the HTML of each page and record keystroke data (anything that the users types within input fields) to be able to replay those sessions accurately.
At Hotjar we have always been conscious of respecting people’s privacy and, in an effort to ensure all sensitive data is suppressed, we have offered Hotjar users two options:
1. By default, Hotjar will now suppress all keystroke data within recordings
2. We’ve given Hotjar users the ability to whitelist fields they wish to record keystroke data for
3. Hotjar will never record keystroke data on potentially sensitive fields
4. We’re now loading and replaying recordings over HTTPS
To ensure we remove all potentially sensitive information from text written into input fields, we are now:
If a Hotjar user wishes to record keystroke data on specific fields, an account admin will need to turn on keystroke data recording from their site settings and manually whitelist fields (they will do so by adding an attribute or class to their input or textarea fields, as explained below).
You will need to whitelist the specific fields you wish to keep recording (explained in the next section). If you have this setting turned on, but do not whitelist any fields, Hotjar will still suppress keystroke data.
If you currently do not record keystroke data, nothing will change. Hotjar will keep suppressing all text entered into input and textarea fields in recordings.
To improve their visitors' experience, sites may have specific needs to record and replay keystroke data on individual fields. If this is your case, Hotjar now offers the ability to manually whitelist fields.
Note: We have whitelisting restrictions in place, which means that there are specific fields we will never record, regardless of whether they are whitelisted or not (explained in section 3 below).
If you wish Hotjar to record your fields, you can follow these two simple steps:
1) An account admin will need to enable the "Record keystroke data on whitelisted fields" setting. This can be done from the site settings, when starting a new Recording snapshot or by editing an existing Recording snapshot.
2) Hotjar users need to manually add a “data-hj-whitelist” attribute OR add a “data-hj-whitelist” class to their input and textarea tags to whitelist their fields.
Using element attributes:
<input type=”text” name=”company” data-hj-whitelist />
<textarea name=”comments” data-hj-whitelist></textarea>
Using element classes:
<input type=”text” name=”company” class=”data-hj-whitelist” />
<textarea name=”comments” class=”data-hj-whitelist”></textarea>
Once you’ve turned on keystroke data and whitelisted your fields, Hotjar will start to record keystroke data from them unless those fields form part of our whitelist restrictions list.
3. Hotjar will never record keystroke data from potentially sensitive fields.
Regardless of whether whitelisting has been used, there are some specific field types that Hotjar will NEVER record when detected.
As a session is being recorded, Hotjar tries to detect sensitive fields such as names, addresses, phone numbers, passwords and credit cards and suppresses any text written in them.
Our whitelisting restrictions include:
If Hotjar detects any of these fields, their content will be immediately suppressed and replaced with a string of asterisks (with the length randomised), before they are sent to Hotjar’s servers.
4. We’re now loading and replaying recordings over HTTPS.
HTTPS is a widely used Internet protocol used to ensure data can’t be viewed or modified by a third party as it is being transmitted to a user’s browser.
Hotjar now loads and replays all recordings of fully secure sessions over HTTPS: if the original session recorded happened over HTTPS (a secure session), Hotjar will play that session back over HTTPS.
Note that if only parts of the original recording happened over HTTPS, Hotjar will have to replay the entire recording over HTTP.
At Hotjar, we really care about your privacy and the privacy of your website visitors and users. Hotjar is NOT designed to show how a specific and identifiable person is using the site or app: we are building a solution that teams can use to truly understand how a site or app is being used, and more importantly why, as a whole and without making any of the individuals recognizable.
The difference between these approaches is huge. While most of our competitors allow you to tag, identify and search for specific users, with Hotjar we allow our customers to understand their visitors’ experience and identify common issues and opportunities without making individual users identifiable.
Over the next few months, we’ll be making some changes to start automatically suppressing any personally identifiable data detected in pages within the HTML itself. We will also be working on further improvements throughout the whole of Hotjar as part of our initiative to be compliant with GDPR - a new EU legislation that is completely in line with our own beliefs about user privacy. As always, we welcome your feedback to help us keep improving Hotjar for everyone.Read More