Replaying an individual visit can be informative, but it can also be a huge distraction. Before you look at a visit, you should have a particular question in mind, such as, “Why did the visitor act this way?” or “How did the visitor navigate the UI?”
Without a question in mind, watching visitors is just voyeurism. With the right question, and the ability to segment and search through visits, capturing entire visits and replaying pages as visitors interacted with them can be invaluable.
Every replay of a visit should start with a question. Some important ones that replay can answer include:
This is perhaps the most basic reason for replaying a visit—to verify or disprove design decisions you’ve made. It’s an extension of the usability testing done before a launch.
By watching visitors who abandon a conversion process, you can see what it was about a particular step in the process that created problems.
If you’re trying to support a visitor through a helpdesk ...