Product Review: ClickTale

As the lone ux’er at my job I often have to take on many roles, research, usability testing, prototyping, product QA, visual design, documentation, and whatever else may come up. While putting on the various hats needed to get the job done and improve the usability of our products, I have found that having a nice “toolbox” of resources on hand makes life easier.

I recently started using an Experience Analytics tool called ClickTale. This tool allows you to track page views, and some of the normal analytics functions that you would get from a Google Analytics, but then also incorporates features like heatmaps, click tracking, scroll reach, recorded sessions of users interacting with your site/product, and some great form analytics. In this post I will provide a quick product review, and share some ways that I have used it to help me work on improving our sites and products.

The DashBoard

ClickTale Dashboard

So once you have logged in to Clicktale you have a nice dashboard (pictured above) that gives you a quick glimpse of the different features and areas you can view to start your research. I found this very useful because I am not always logging in to look at the same data, sometimes I need to look at form analytics, sometimes I want to look at heatmaps, or make good use of the site monitor. ClickTale does make this part very easy by providing five or so results in each section, just a quick snapshot and then provides an option to dig deeper.

Form Analytics

ClickTale Form Analytics

Towards the bottom of the dashboard (pictured above) there is a form analytics reporting feature. This is the tool I am currently using the most. One of my major tasks has been to improve the conversion on the ad placement page of the PennySaver site. As an online classifieds site the ability for users to be able to place a free ad easily is crucial.

The form analytics tool provides you with some pretty in depth information about how your users are interacting with your form. It gives you a drop report of how many users dropped off (bounced) the form and gives you the percentage of users that dropped from each field in your form. Time reports are also provided letting you know the average time it takes to fill out your form, and what fields took the longest to fill out on average. There is also a blank field report that provides you with information about which fields were left blank the most, as well as a refill report that lets you know which form fields had to be filled out a second time due to errors.

All of these features really work together to equip you with all the data necessary to really improve and take the pain out of your form. There is still one feature that I have found even more useful (on a high level) than the others.

Conversion Reports

The “Conversion Report” (pictured above) is a quick breakdown of your conversion percentages. As you can see our ad placement form is converting at 57.23% (up from 33% just a few months back when we ran out first ClickTale report) which is decent, we still have many improvements and bugs to work out of our form, but even by just implementing improvements based on what we are learning with this tool we have seen an increase. The most helpful part of this specific tool was the visual breakdown of which users dropped off (bounced) and which of the drop off’s actually interacted before they left. This helped me to see that we were having issues during the ad placement process that was causing users frustration. This paired with the other reports in the form analytics tool really helped to pin point our areas that needed the most improvement.

Session Recordings

ClickTale Session Recordings

Another feature I have put to some good use is the “Session Player”. ClickTale allows you to record user sessions (lurk) and see where the users mouse goes, what they click on (and what they don’t click on), and hat areas of your site they get hung up on. This is a pretty cool feature much like recording usability testing sessions remotely, the main draw back being you can’t here all the nice things the user is saying about your site, or see the expressions of sheer joy as they encounter JavaScript errors, and commit the same error three or four times.

Useful Help Resources

ClickTale how To Videos

ClickTale has quite a few tools in it’s toolbox to help user experience designers, or anyone just looking to find ways to improve their website, app or product. I found it very helpful to watch there decent selection of tutorial videos before I dove into each section so that I had a sold understanding of how to use the tool in a way that best benefits me.

Wrapping up

Overall ClickTale is a well-rounded product. I have really on gone into detail on the tools and features that I have put to the most use. It is a tool that does require a bit of a budget.

If I would suggest one area that could be improved, or maybe it could be put in the form of a feature request would be the area of reporting. I would have loved to have a reporting tool much like the ones in Mail Chimp or Wufoo. Having reporting could have really taken some time off my having to write a report, and could have spiced it up with some charts and excel type round ups (you know our bosses love that stuff).

So if you are looking to improve your site, this tool can help, and if you are in a bootstrap, get your hustle on mode, this tool can be a great resource for providing different types of data to help you pinpoint the areas of you site that need improvement quicker.

If you think I have missed something or that I am off base… please feel free to haggle me in the comments. if you wnt more information about how I used ClickTale shoot me an email, or just comment below.

So there you have it head on over to ClickTale’s site and check them out for yourself.

18. November 2010 by Aaron Irizarry
Categories: Design/Development, Product Review, User Experience | Tags: , , , , , | 4 comments