Creating User Empathy Within Your Company using FullStory
Seeing actual clicks and confused pauses while a user goes through your site or app drives a deeper empathy. Erik Skurka’s Product team at ReviewTrackers holds FullStory “theater sessions” on a monthly basis where they find interesting user interactions showing usage of a new feature or real pain points and struggles.
“It’s basically like you’re sitting on the user’s shoulder watching their screen and how they’re interacting with the application.”
Transcript
Jim Morris:
Hi there, fellow Product Discovery leaders. Here's a snippet from Erik Skurka who uses the FullStory platform to drive user empathy within his company. Note that neither of us is affiliated with FullStory. Enjoy.
Erik Skurka:
We're also a really large user of FullStory and so we have FullStory theater sessions on a monthly basis, where you would find interesting sessions recorded through FullStory, some user using a new feature or having a real pain and struggle and we watch that all together, and then make notes and drive a shared empathy for the user using some of those kinds of tools.
Jim Morris:
Is FullStory... When you sent it to me and I looked it up, it's more than heat mapping, it's sort of mouse tracking and it replays a session for you and that kind of thing?
Erik Skurka:
Yeah, it's basically like you're sitting on the user's shoulder watching their screen and how they're interacting with the application. So it's a full on recording of the screen combined with the analytics of Mixpanel and custom events and everything else. And so, it's really powerful because now you're not just inferring the success of your feature by its usage or how many times somebody clicked a button or visited a page. Now you can actually see the physical typing of a review response in our case or how they're navigating between pages and how long it takes them to find something. And so it's been really, really powerful. Not just for debugging and reproducing an issue, but really getting eyes wide open to the usage of our product.
Jim Morris:
Thanks for watching. You can find more Product Discovery resources, a productdiscoverygroup.com.
Resources:
Jim Morris, Product Discovery Group
Jim coaches Product teams to collaborate with each other and seek customer input early and often during the design and ideation phase.
