Session replay empowers you with the ability to understand where users struggle in real-world scenarios.
It is a qualitative analysis tool that recreates sessions and replays videos with complete touch interaction of the users’ journey.
Below we will discuss how this tool can aid you, a developer, UX designer or product manager, to understand your user’s behavior, fix usability issues, and achieve better user experiences.
1. Observe Your User in Real-World Scenarios
Session replay provides you with 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. users interact with your product differently when being watched).
Furthermore, this can help you be proactive in helping your customer instead of being reactive. And even when it’s reactive, you will have a context on customer issues by watching their sessions that help to provide a better experience for the users.
2. See How Your App Looks at Different Devices
There are over 24,000 Android devices 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.
3. 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.
You can analyze how users from different countries interact with your app, or if you launch a new feature, you can see how various segments react differently.
User segmentation is a powerful tool to improve user value.
4. Improved 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 Hullick points out that only about 40% of free trial users return after the first 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 fixing friction points and improving user onboarding.
“40-60% of users will never see a second sign-in”
5. Improving Form Completion Rate
Did you know that only 33% of people complete online forms?
Observing how users fill forms can provide insights into patterns like time spent on each field.
Perhaps a non-required field could be eliminated, or a lengthy sign-up form replaced with a 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 form to achieve higher completion rates.
6. 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 replays 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 in resolving the crashes quicker and delivers an improved experience for your users.
7. Provide user support with context
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 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 without communicating with 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.
Furthermore, a user session replay link can be added to the customer support tool allowing the support agent to directly view the session and respond accordingly.
8. Serve with contextual in-app ads
In-app ads are great for revenue, but they often bother users until the point 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.
9. Improve Conversion
Every app has specific actions they want their users to do. Whether it is to check-in at a place or purchase a product, these steps are 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 they 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 specific users that did not finish the steps you wanted them to and potentially identify the issues preventing conversion.
Session replay is a powerful tool to understand user behavior, improve onboarding and conversion rates, fix bugs, segment users and develop an overall better user experience.
Think of session replay as a feedback tool that gathers what your users experience and enables you to enhance what your app offers.
It is not enough to have a good idea to be successful, software must be user-friendly and constantly updated.
Learn what´s working and what needs improvement with qualitative analysis tools, and develop great apps for your users.
We hope this post has been useful to understand how session replay can help product managers develop great user experiences.
Check UXCams Session Replay capability to see how it can improve your product.