What are session recordings?
Session recordings (or session replays) are a video playback of an actual person’s movement during their time on your site. You’ll be able to see mouse movement, clicks, forms completed and any other action during the playback.
Often used for conversion rate optimization (CRO), session recordings can be an invaluable tool to increase your understanding of what visitors actually do when they visit your website.
Who should watch session recordings on your team?
Session recordings can help a variety of different job types with their customer experience management. Of course, if you’re a solo entrepreneur, you’ll be handling recording analysis.
If your team is a bit bigger, we recommend handing the keys to whoever is responsible for optimizing your website. This may seem obvious, but ensuring online customer insights start with the person (or team) who knows every nook and cranny of the site makes the next steps easier.
Within a big organization, insights from session recordings can impact everything from social media strategy and paid media to customer support scripting and development or UX decisions.
The main goal is to document your findings (screenshots, qualitative notes, link to recordings) and share them on a regular basis with relevant team members.
Even though everyone’s role is different, we’re all working to deliver a great customer experience, and that’s made easier by better understanding visitor behavior on the website.
How to use a session recording tool
In this article, we approach your e-commerce store by analyzing common page types. This is mainly to provide you with a first-time glance at your entire store.
When it comes time to analyze your store, you may choose to look at the behavior on a specific page or instead go after a segment of visitors–or even one visitor based on a behavior tag.
If you want to see how traffic with an above-average cart value behaves, you can segment session recordings and only watch those visitors using custom user data.
Other helpful visitor segments to analyze will be those who add-to-cart but ultimately abandon, make a repeat purchase or have an order number that’s now experiencing a complaint about shipping times or costs.
Even with all this powerful information available, it’s worth noting Lucky Orange always prioritizes data security. This is why, when people type in form fields, you’ll see asterisks in place of the actual information provided.
Later in the article, we’ll provide you specific ways to analyze these segments alongside optimization goals you can set for different page types.
E-commerce store optimization goals
Of course, you want to sell more products. But what website metrics can you optimize that lead to increased (or more valuable) conversions?
We expect you’re already paying attention to general e-commerce metrics like add-to-cart rate, average cart value, average order value, etc.
As for website performance, here are some areas our top e-commerce customers monitor on a regular basis:
Effective fold on key pages: How far down the page an average visitor scrolls before leaving the page
CTA visibility: Based on the effective fold, what percentage of a page’s visitors will see your key call-to-action or key messaging
Form abandonment rate: Which form field causes the highest bounce rate, as measured by the field a visitor is working on prior to leaving the form
Form field time and order: How long visitors take to complete each field and in what order
Top-clicked elements: Which elements (buttons, links, navigation items, popups) across the entire site are being clicked at the highest rate
Try the full range of Lucky Orange tools, including Session Recordings with a free 7-day trial.
You may have elements like CTAs across a variety of page types, but your goal may be quite different in different locations. For example, you may have a homepage button leading to a Clearance merchandise page whereas a CTA on your product page leads directly to checkout.
The point being, it’s worth considering the context of each page prior to calling your analysis complete. Speaking of pages, let’s take a look at how session recordings can help you better understand some of the common page types in an e-commerce store.
How to optimize every page of your e-commerce store using session recordings
E-commerce store home pages are a unique spot on your site. There is a fine balance between making your entire product line findable and not being overwhelming. You want people to know you have a product or sale that matters to them without creating confusion or frustration.
Most of your traffic will also likely begin their journey on your site on a different landing page like a product or sale-specific page.
So, when we look at a session recording for a home page, we should start by seeing how far down the page they scroll and make sure all important CTAs and key messages are visible.
Make sure your average visitor is seeing what you need them to see. And on a home page, this is usually a concise representation of product categories (or however you generally organize things).
Product category pages
On an e-commerce category page, what’s your main goal? Usually, the answer is to get visitors to engage with a specific product or to filter the category to better fit their needs.
With this in mind, we want to pay attention to two things.
First, look at a few session recordings to see how users are engaging with your filtering options. Are most visitors even seeing them? If so, are there any competing, clickable elements too close to the filtering that may be distracting? Consider prioritizing filtering over primary navigation (at least visually).
Second, take a look at how people go through the specific products highlighted on the page. Do they go straight down, left to right and then down or is there no discernible pattern? If you use multiple pages within a category, how are visitors engaging with the pagination? Do they get to the end of the products shown and scroll up or are they quickly engaging with buttons to display more?
Knowing this information will help you better understand how to organize your store. Some stores see success with a featured product image and several smaller options while others will benefit from image carousels and more copy elements to help with navigation.
Individual product pages
This is where the money is made. In e-commerce, a product page with a great product description and beautiful product images is a solid starting point.
Here, session recordings can show us if visitors are moving through a certain number of product photos, having any issues with sizing or other customization tools and whether or not they’re scrolling to the bottom of your layout.
If you’ve added a new page feature, such as social proof testimonials, see what visitors do when their mouse path hovers over this area. Are they staying still to indicate reading behavior or are they immediately moving along?
Checkout and shipping information pages
A successful conversion path leads us to the checkout page. And no matter if you have a single or multi-step checkout process, you’ll want to watch session recordings for visitors who make it to this point.
This may be a great place to deploy Form Analytics to see fields are too difficult or generally cause a higher rate of abandonment.
With session recordings, we can also watch visitors who are trying to find shipping information or spot signs of struggle with a form like getting error messages.
In this example, we can see the person nearly finishing checkout but then deciding to view the shipping policy on a separate page.
If this occurs regularly, see what shipping information you can provide on the checkout page. This could indicate average shipping times, how you handle returns or anything you believe customers want to know–without introducing unnecessary confusion or doubt.
While many e-commerce platforms don’t allow full customization of checkout pages or forms, watching session recordings can at least give you an idea of what changes you might make prior to the visitor getting to that point.
For example, if visitors tend to leave once shipping costs appear (after entering their address), consider putting this function inside the product page with a zip code field to estimate costs.
Blogs and content-heavy pages
Some e-commerce websites will leverage blogging and search engine optimization to attract new traffic or bring back existing customers. Regardless of intent, we can easily use session recordings to judge content success.
Watch recordings for visitors who come to enter the site via a blog post and end up making a purchase. See how much of the content is consumed (scroll depth and time on page) and then follow along as they navigate through other pages leading up to the purchase.
On the flip side, be sure to watch recordings of visitors who come to the site to read the content and leave before making a purchase. Does the content provide an obvious connection to the person’s needs or is your content actually a barrier to purchase?
If you have a lot of content receiving organic traffic, take the time to compare the performance of long-form versus short-form pieces. While SEO experts generally lean towards long-form content for search ranking, it’s possible your customers prefer lighter pieces that get them to the point of purchase intent more quickly.
If you’re looking to convert more of these readers, consider how you can incorporate forms and CTAs into the body of the blog post (check out the h3 CTA concept from Nectafy).
Take your e-commerce store to the next level with a free 7-day trial of Lucky Orange.
With over 2 billion people worldwide expected to make online purchases in 2021, e-commerce isn’t going anywhere. As more attention shifts online, the importance of an optimized shopping experience will grow. And there’s no more powerful way to understand visitor behavior on your website than watching someone navigate the site with a session recording.
The first step to success with session recordings is being intentional about which you watch. If you site gets a meaningful amount of traffic, you certainly won’t be able to watch all recordings. Consider areas of the site you’d like to better understand or follow a hunch about something you think could be optimized.
So, what can your business do with session recordings?
If you have any questions or are thinking about starting a Lucky Orange trial, we’d love to help you get set up. Shoot us a DM on Twitter letting us know what you’re trying to accomplish and we’ll get you in the right direction.