9 Ways Session Replay Help Product Managers | UXCam | Blog

9 Ways Session Replay Can Help Product Managers

Session Replay - 9 ways to create better user experience

Session replay empowers product managers with the ability to understand where users struggle in real-world scenarios. It is a qualitative analysis tool that captures user sessions allowing them to replay user’s journey along with their complete touch interaction through the interface.

Below we will discuss how this tool can aid you as a product manager, to understand your user’s behavior, fix usability issues, and achieve better user experiences.9 Ways Session Replay can Help Product Managers.

I. Observe Your User in Real-World Scenarios

Session replay provides you the ability to see how users are using your app in real-world scenarios. Being able to observe your users in the real world can show you how users use your app in practical scenarios.

In contrast, lab-based usability tests are expensive, and often fail to imitate practical scenarios because they are prone to the Hawthorne effect (i.e. user interact with your product differently when being watched).

II. See How Your App Looks On Different Devices 

There are over 24,000 Android devices1 on the market, and each one of them has different characteristics: screen-size, resolution, processor, storage, battery life, etc. How can you possibly create an app that works perfectly on each device without knowing what users are experiencing?

Session replay allows you to see what your app looks like on various devices and whether or not your app displays and functions correctly.

 Device Fragmentation - Session ReplayIII. Study How Your App Is Used by Various User Segments

Session replay technology allows you to segment and filter sessions based on country, app-version, OS, etc. This allows you to further analyze how segments of users respond to your app, and design content that is useful and accessible to them.

User segmentation is a powerful tool to improve user value. You could analyze how users from different countries interact with your app, or if you launch a new feature, you could see how various segments react differently.

IV. Improve User Onboarding 

Did you know that out of the 2.5 million apps in the Google Store only 25% of them are used more than once? Marketers spend huge amounts of money getting users to download their app, but achieving that is only half of the story. Samuel Hulick points out that only about 40% of free trial users return after the first sign-in.

“40-60% of the free trial users will never see a second sign-in”

With session replay, you can watch the first few sessions and see how users get acquainted with the app. Understanding the processes users go through is key to fix friction points and improve user onboarding. You can learn more about User Onboarding here.

V. Improve Form Completion Rate

Observing how users fill forms can provide insights into patterns, like time spent in each field. Perhaps a non-required field could be eliminated, or lengthy sign-up form replaced with social login. To understand and improve low conversion rates you need to get a real sense of what is frustrating your customer.

With session replay you can find where users are getting stuck or spending too much time, allowing you to fix and improve your forms to achieve higher completion rates.

Form completion Session Replay Product Manager

VI. See Where Your App Crashes

A huge part of a developer’s time, about 75%, is spent debugging hours of logs to find the point where an app crashed.

Session replay can help easily identify crashed sessions, allowing you to quickly see a step-by-step session replay of the actions that caused the crash. This time-saving tool aids resolve the crashes quicker and deliver an improved experience for your users.
Session Replay Product Manager

VII. Serve Contextual In-App Ads

In-app ads are great for revenue, but they often bother users to the point that they leave the app. How can you know whether advertising is effective or intrusive? Once an unsuitable ad sneaks in your app, it could not only give a bad experience to a user but give a bad reputation to your brand.

Monitoring your app’s ad experience is crucial. And, because session replay gives you the ability to see exactly what the users are doing and seeing, it could provide significant insight. For example, it could show if an ad was inappropriate or if it was interrupting your user’s’ experience.

VIII. Improve Conversion

Every app has specific actions they aim their users to do. Whether it is to check-in at a place or purchase a product, this step could be extremely important for revenue. Conversion rates help us measure the percentage of users who take the desired actions. A high conversion rate indicates that most users are doing what you want them to, but a low conversion rate might suggest something is not working properly. However, it is not only important to spot low conversion rates, but locate the causes of the problem.

Session replay lets you find the specific users that did not finish the steps you wanted them to, and, in a small fraction of the time, identify the issues preventing conversion. Furthermore, it allows to find the specific users that did not finish the steps you wanted them to, and, in a small fraction of the time, identify the issues preventing conversion.

 IX. Provide Contextual User Support Proactively

A good product must have good customer service. However, when a customer requests support, often times the support team has very little knowledge of the issue’s context. This leads to a long back-and-forth email exchange to dig for the context before the support team can give any useful response to the user.

Alternatively, the support team can use session replay to see how the app was used and gather intelligence before replying to the customer. This will not only improve the user’s experience by giving a faster contextual response but will also save significant time for the support team. User session replay link can be added to the customer support tool allowing the support agent to directly view the session and respond accordingly.

Conclusion

Session replay is a powerful tool to understand users’ behavior, fix bugs, improve conversion rates and develop an overall better user experience. We hope you have enjoyed reading the post. Reach out to us if you have any questions.

Sources
1https://opensignal.com/reports/2015/08/android-fragmentation/
2https://www.formisimo.com/

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