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Hotjar

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Hotjar provides the qualitative data that traditional analytics tools miss. While Google Analytics tells you what is happening on your site, Hotjar helps you understand why it is happening. It creates visual representations of user behaviour, such as heatmaps and screen recordings, allowing you to see your website through the eyes of your potential clients.

For health and wellness businesses, where trust and clarity are paramount, Hotjar is invaluable. It reveals if users are confused by your booking form, if they are missing key information about your services, or if they are encountering technical bugs that are costing you revenue. It brings the “voice of the customer” directly into your design process.

We integrate Hotjar to provide an empathy-driven layer to your data stack. We handle the technical setup and configure the privacy settings to ensure sensitive patient or client data is never recorded. By analysing the recordings and heatmaps, we can provide actionable recommendations to improve your user experience (UX) and conversion rate optimisation (CRO).

Features

  • Heatmaps: Visualise where users click, move, and scroll on your pages.

  • Session Recordings: Watch real-time replays of anonymous users navigating your site.

  • Conversion Funnels: Identify on which specific page or step users are leaving your site.

  • Surveys: Launch on-site polls to ask users questions like “What is stopping you from booking today?”

  • Feedback Widgets: A simple button allowing users to rate their experience or report a bug instantly.

  • Dashboard: A central view of user sentiment and key behavioural metrics.

Benefits

  • Visual Insight: See exactly how users interact with your design elements.

  • Bug Discovery: Spot technical errors or broken links that you might not catch during testing.

  • Improved CRO: Identify and remove friction points in the checkout or booking process.

  • Direct Feedback: Hear directly from users about what they want or find confusing.

  • Empathy: Helps the entire team understand the user’s perspective and struggles.

How we integrate

  • Script Installation: We add the tracking code to your site, typically via Google Tag Manager.

  • Privacy Configuration: We aggressively configure data suppression to ensure fields containing emails, phone numbers, or credit card details are masked.

  • Heatmap Setup: We define the key pages you need to monitor (e.g., landing pages, pricing pages).

  • Survey Design: We help draft and deploy questions that yield actionable insights without being intrusive.

  • Analysis: We don’t just install it; we review the data to provide you with a summary of findings.

Technical Details

  • Tracking Code: A lightweight JavaScript snippet.

  • Suppression: Automatic suppression of keystrokes in input fields; whitelist/blacklist functionality for specific HTML elements.

  • SPA Support: Native support for Single Page Applications (React, Angular, Vue).

  • Sampling: Hotjar samples traffic to provide a representative view without recording every single visitor (depending on plan).

Use Cases

  • Rage Clicks: Identifying elements that users are clicking repeatedly in frustration because they expect them to be links.

  • Scroll Depth: Seeing that only 20% of users scroll down far enough to see your “Book Now” button.

  • Form Abandonment: Watching recordings to see which specific field in your intake form causes users to give up.

  • Pre-Launch Testing: Using feedback widgets on a new service page to gauge interest and clarity before a full marketing push.

FAQs

Does Hotjar record passwords or credit card numbers? No. Hotjar is designed to automatically suppress all input fields by default. We also implement strict masking rules to ensure no personally identifiable information (PII) is captured in recordings.

Will it slow down my website? Hotjar’s script loads asynchronously, meaning it does not block your page from loading. It is designed to have a negligible impact on site speed.

Can I use it on a mobile app? Hotjar is primarily for web (desktop and mobile web). It has a separate product for mobile apps, but the core service discussed here is for websites.

Can I see who the user is? No, the recordings are anonymous. You can see their location (country) and device type, but you cannot link a recording to a specific person by name unless they voluntarily provide it in a survey.

How long are recordings kept? This depends on your plan, but data is typically retained for 365 days.