Finding customer frictions with Session Replays
Using Form- and Field metrics data
By Friction Score
We have a dedicated Session Replay overview that, by default, only shows the recommended Session Replays with a high friction score.
Our Friction Score defines on a scale of 0-10, and relative to other recordings, how much effort did it take for that customer (session) to fill out and submit the form? 0 represents low effort, and 10 represents high effort.
Choose your angle
Like all other reports, our dedicated Session Replay report supports our default filters on date, device/browser and conversion path. While the Friction Score is an excellent first indicator, our report allows you to sort one or multiple columns to find a specific use case that needs further investigation.
Interesting other points of view for Session Replays:
Sort on correction rate: A high correction rate could be a possible indication for not understanding the required input, autofill issues or too strict validation in place
Sort on form start time: Visualise customers who took their time to understand what is needed or how to fill in your form but then abandoned
Sort on hesitation time: Pinpoint customers that showed the highest amount of hesitation and gain insights on what is causing friction (ex: the next field)
What is the experience of my converters? While focusing first on abandoners is obvious, it's also crucial to look at customers who converted and what frictions they encountered. To do this, click the filter icon next to the date selector and use the conversion path filter to only view converters. You then can use all columns to filter down for specific use cases, but the Friction Score is a good default selection
Collaborate and share
Friction detection is the first part of the journey; addressing them is the next crucial step. Each Session Replay can be bookmarked, commented on and shared with your team members. By clicking the share button, you'll receive a link to the recording that you can send to colleagues by email, instant messaging or other collaboration tools like JIRA, Monday.com, etc. No login credentials are needed to access. Simplicity first!
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