We adore FullSession – no secret there – but we've heard a similar worry from the dozens of organizations we've helped onboard to the FullSession platform to extract CX insights and drive effective change:
"I'm confident that all of the answers are available... yet I'm at a loss about where to begin!"
Let's not get things mixed up... Onboarding training is designed to teach individuals how to get the most out of FullSession in the shortest amount of time feasible. However, expertise deteriorates, teams shift, some are more interested in onboarding than others, and FullSession continues to provide updates and new features, allowing what was once a "no" to become a "yes" today.
Before we get ahead of ourselves, the installation and setup are not addressed in this post. For more information on getting FullSession initially set up and configured, checkout out the Installing the FullSession Script help article.
We'll explain how FullSession works if you don't already know. FullSession is a software platform that allows you to capture and index everything users do on your website or app, and make those clicks, taps, and page views – good or negative – searchable and filterable, as well as recreate those individual sessions for pixel-perfect session response.
Without further ado, here are the top three ideal areas to start extracting CX insights with FullSession on a regular, ongoing basis.
Begin with some feedback.
Receiving input from clients, extended teams, or even personal experiences can drive investigation of FullSession. You can use our feedback widget to get feedback from different customer segments and users. These one-time data points can be fed back into FullSession to confirm and quantify the severity of concerns raised in the feedback. Sure, these single-source data points may be truly isolated, but it's a lead worth exploring, and this strategy to lining them up and knocking them down is probably the most straightforward.
For example, customer support informs you that there have been complaints about the complete purchase button not working. Without specifics (which many website users don't disclose), you may go back to FullSession and look for Error Clicks or Dead Clicks to the "Complete Purchase" CTA under FullSession heatmap section to rapidly monitor users who are experiencing this issue and estimate how many people are affected.
Of course, it's always a good idea to QA (quality assurance) new searches in FullSession by watching a few sessions to make sure you've got the insight you're looking for and not something else.
Begin by formulating a hypothesis.
This is similar to the prior strategy of beginning with feedback, but it goes much farther. Rather than spot-testing feedback points, you can use it to develop hypotheses and guide your investigation. Hypotheses are educated guesses about your users' behavior and why they behave the way they do.
Example: You recently released a new micro cart experience, but you were concerned about parts of the functionality, speculating that the "change quantity" experience was terrible due to the buttons being too small (but the design team insisted they would be distracting if any bigger). You may use FullSession to objectively observe users engaging with the small cart element in order to support or deny your hypothesis – for example, dead clicks near the change quantity elements or the amount of users who change quantity in a session but not with the mini cart element.
Note that you may need to combine a few ideas to properly define your hypothesis, double-check that you're utilizing the right data points, and be willing to accept data that supports or refutes your hypothesis.
Begin with a goal.
Sometimes you know you want insights but don't know what you're looking for. It may be the top pages with dead clicks or the slowest pages on the site, both of which are excellent general CX goals that could provide fresh and useful information.
For example, you work in UX and are in charge of your company's e-commerce experience, which, although being well-designed, isn't performing as well as you'd want. You've set a goal to learn more about user behavior, and you'd like to collect some top line data to figure out where to begin. You can use FullSession to create a Product & UX Segment page dashboard to track things like:
Median/Average Time to Purchase (why is it taking some longer than others?)
Frustration in Checkout (let’s make checkout as smooth as possible)
People that engaged with “Asked for Help” (which can be mined for feedback)