Consider being able to observe your customers using your product while sitting behind them and peering over their shoulders.

Session replay tool basically allows you to accomplish that.

In this post, we’ll demonstrate how session replays tool may be used to quickly glean insights into user involvement such as usage of features, issues with device-specific UX, and bug solutions.

And we also show you that how Quantum Metric improves product experience by locating UI components that are “missing,” encouraging feature discovery, and enhancing onboarding.

We’ll also examine some of the top alternatives’ advantages and key points in order to help you choose the best session replay tool for your product experience needs.

The basics of session replay

Session replays tool are depictions of actual user behaviors as they move around and do tasks in an app, on a website, or on a mobile site.

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Typically, they record every type of action, including keystrokes, mouse movements, scrolling, and changing the size of windows.

Although standard analytics technologies also collect a large portion of this data, session recordings contextualize it all in the context of specific user experiences, typically in the form of replayable video.

Session replay provides you with insight into how people really interact with your website, which is essential for identifying problems, enhancing UX, and eventually raising conversion rates.

These tools, therefore, give a true understanding of the qualitative component, whereas standard analytics approaches user behaviour in a quantitative fashion.

Whatever you choose to name them, their importance for locating and resolving UX issues as well as for conversion rate improvement has consistently been demonstrated.

What kinds of information can you gain?

Session replay highlight any gaps in the ideal processes outlined in your customer journey map by displaying how customers interact with each component of your app.

The recordings reveal the consumer pain points that are causing users to go from the best course of action everywhere they do.

As an illustration, consider the following when watching a recording:

• Users that take too long to perform activities may be unsure of what to do and might benefit from some contextual assistance, which would enhance the user experience design.
• Abandoned forms: If users are abandoning a form after starting it, it could be condensed or made simpler to encourage completion and lower drop-off. Knowing the reasons why visitors abandon your site is useful.
• When visitors leave your website right away, it suggests that it’s not immediately obvious how your product satisfies their wants. Before they depart, keep an eye on what they do and make any necessary improvements to demonstrate the product’s worth sooner.
• Unusual scrolling behaviors and angry clicks indicate that bugs or poor UI design are more likely to blame for users’ frustration at not receiving the desired outcome. Help them out by providing in-app cues or by examining the information architecture or navigation.

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Session records reveal more than simply user behavior, though. They may also indicate issues with a product’s performance:

• Inaccurately rendering pages on specific browsers or devices
• Incomplete or missing page components
• Functionality that is ineffective 

All of these friction points hint at potential opportunities for improvement in the product experience, which will eventually lead to greater customer satisfaction.

Session replay for better digital product engagement

By demonstrating how actual people engage with your website or app, session recordings may provide you with insightful information about your products.

These data reveal possibilities for enhancing user engagement and customer experience, ultimately leading to the development of a superior product that your users would adore.

How do you manage that?

Make decisions on the information

Segment your customers based on feature usage and activity levels using data from your product analytics, and label the lowest as at-risk and the highest as power users for each group.

 Additionally, give priority to features to open up fresh possibilities that raise user involvement.

You can learn why certain people are not engaged by examining several session records from users in a single section. You may optimize each step of your marketing funnel with the aid of these user insights.

Then, just cross-reference your groups after resegmenting them based on additional parameters.

Session replay can help you determine whether a feature’s poor utilization is due to a bug or a UX issue, in which case your development team can address it.

If it’s not, it can mean that your users don’t actually require that functionality.

To get user input and fully comprehend the issue, do a customized in-app micro survey like the one below.

Repair UX problems

User experience issues can occasionally be caused by variations in how your program appears and performs on various screens.

Session replay will demonstrate the reasons behind any conversion or task completion issues that are unique to users of particular devices as shown by your analytics.

On the smartphone version, a straightforward UX adjustment may fix an issue. Small adjustments to your mobile site might occasionally result in a noticeable rise in conversion rates.

It’s easy, right?

To let customers know which screen sizes will provide them with the greatest experience, utilize in-app message if the recordings reveal a product issue that can’t be rectified on certain of them.

Fix technical problems

There’s a chance that your consumers are encountering flaws that go beyond screen and device limitations that you’re not aware of.

These will make using their product more difficult and divert them from the desired user journey.

The problem with defects is that they aren’t always simple for your engineers and quality assurance team to reproduce based on provided descriptions.

A session replay of troubled and irritated user encounters might be useful in this situation.

For instance, when sign-ups suddenly decreased, Audiense investigated a number of records and found that the password validator was broken, making it impossible for anybody to complete the workflow.

It was easy for the developers to resolve after they discovered this warning sign in the production workflow.

Are you a product designer? This is why you have to use session replay

We discussed how to leverage session recording to enhance user experience, encourage engagement, and increase product adoption.

But perhaps the issue is with the product itself.

Let’s examine some of the information that product managers might learn from session recordings to aid in the development of better products.

The importance of user behavior analysis

Your user narrative could only describe one method to complete a job, but watching a session replay will show you how users really complete tasks.

And that might not be the best situation.

Product managers could discover, for instance, that customers are switching between different sites to finish activities. A better user experience would result from changing the UX such that this could be done on a single page.

Or maybe there’s a better approach to accomplish that task in its entirety. You can get the necessary feedback from the session replay.

Preliminary analysis

Programs for usability testing may benefit greatly from the use of session replay. 

Additionally, they employ actual users, saving you the trouble of organizing formal tests and eliminating the recognized hazards related to testing bias.

Product managers may find bugs and other issues before rolling out new products, versions, and features to all consumers by releasing them to small groups of users, logging their interactions, and analyzing them.

Always look deeper

Even the most complete conventional analytics systems lack context since everything they provide is based only on aggregate behavior.

You may directly understand the reasoning behind user behaviors by watching session replay.

So, if you have a page that gets a lot of traffic but isn’t converting, watch a series of session recordings that show visits to that page that are both converting and aren’t. You may generate solutions by observing user behavior in real-world situations.

Conclusion

Session replays are a crucial component of every product team’s toolbox.

They assist you in identifying potential areas for development and testing your ideas by demonstrating how actual people engage with your product. 

Additionally, it may significantly affect important KPIs like user engagement and product uptake.

If you’re not using session recordings now, you’re missing out on important qualitative data on the real behavior of your users, which might cost you clients and money.

We hope we can help.