Tips & Tricks
Discover strategies that help you make the most of FullStory.
- 16 Topics
- 17 Replies
Tip: Using the [OR] Feature to Cast a Wider Net
On the hunt for potential user frustration in FullStory? Great! You probably jump into some of the frustration signals that are out of the box in FullStory like Dead Clicks and Rage Clicks to laser in on these Sessions. And you might be tempted to build a Segment with something like the following:However, what you’ve build above is users who are experiencing Dead Clicks AND Rage Clicks AND Error Clicks in a session. Yikes! Although these would be super interesting and likely super frustrating sessions, you may have a very tight scope of sessions that appear in this Segment. The Filters in FullStory are in a way dependent events wherein users have to experience everything within the Segment, Funnel, or Metric in order to be included in the list. What is much more likely is users experiencing some frustration but maybe not all 3 of 3 of those filter criteria. Therefore, you might want to use [OR] logic to build out independent events, which will increase your scope and help you throw a
How to Prioritize UX Research Findings When Everything Feels Important
UX research is integral to building products and services that users love. It allows you to understand and dive deep into your users’ behaviors and needs and employ them to improve the overall user experience. Therefore, it is crucial to ensure that user research is done effectively for maximum impact.However, it can be difficult to implement all your user research findings, given the lack of time and resources. So, it is important to prioritize your findings so that you implement those that align with the business objectives and are the most pressing. We know given the sheer volume of research findings; this could be a challenge. Especially, when you have to communicate these decisions back to the respective stakeholders.Another reason why prioritization could be a challenge is that different stakeholders have different priorities. The priorities of a product owner would be different from those of the developers, for instance. It is important to not get lost amidst these internal prio
Understand the full customer journey with Server Side EventsTips & Tricks
Server Side Events is an incredible feature that allows you to gain insight into interactions that happen outside of the FullStory recording script. You can find out what navigation steps lead up to or ended at a server event in your visualization. This provides a more complete dataset allowing you to better understand a user’s experience with your brand and not just the online experience. For example, you can find out information such as:Whether a customer created a support ticket during their journey on your website, or whether an interaction with support lead them to complete a purchase. If a customer made an in-store purchase after looking at your site online. If your marketing efforts resulted in customer acquisition such as email opens or clicks leading to an online interaction.If you’re not using this feature, you could be missing out on some crucial data. More info on it in our Knowledge Base article here and our blog post here!
Quickly find your own session using the console
I attended the How to Build Dashboards for Customer Support webinar. It was a great session! I immediately put into use a tip on how to quickly find your own session in FullStory to support an investigation:Open developer tools Access the Console tab. Type: FS.getCurrentSessionURL() The URL string that is returned as a response will direct you to the session for further review.
[Hack] Use a "substring" event with more than 3 values
Has this happened to you? You’re trying to include multiple substring values for a custom event but cap out at 3 options. Then you have to create an “or” event to add additional values and everything starts to get messy. What if told you there was a better way? Now this doesn’t work for every “substring” event (e.g. Visited URL has substring), but it does work for custom events. If you start creating an “is” event and include all of your values, you’ll then be able to change “is” to “has substring” and retain all the values under a single event. You can even simplify this into a custom event. Say goodbye to messy “or” events that go halfway down the page!
Tip: For Figuring Out The Thing You Aren't Sure How to Do
One of the things that I think can be hard when skilling up with FullStory is sometimes knowing WHEN to use which type of card... “For X situation: is it better to use a Metric or a Metric Trend, will a Funnel be the best way to capture what I’m looking for or something else?” This “difficulty”/”learning curve” seems not uncommon, especially because in the absence of practice it’s easy for abstract ideas to blur together.With that in mind, I took all the Card Types, the Card Names, Dashboard Names and put onto a spreadsheet so I could see, at a glance, what were the most common card types, what type of dashboards they lived on etc -- and really, any general patterns.The thought/goal was that if I’m unsure of the “how”, I may more easily be able to identify where the thing I’m trying to do seems to fit in a more general pattern… and then, focus my approach. To see the forest and then determine what tree to look at.The attachment is that document, easily sortable, and also each item l
Text Fields - much more useful than I realized
I joined the “How to Build Dashboards for Product Managers” webinar today and the item that stuck out the most was the use of text fields to better explain the dashboard’s metrics. I didn’t even realize the text fields could fit that much text, much less be able to include items like OKRs right in the Dashboard, to make the goals visible to all and help provide a focus to build your dashboard around. I can see the rest of my company utilizing the text fields more to better show strategic goals, desired outcomes, and other related items, to list alongside the data.
Today, in the product management dashboard session for product managers, I learned that I have the ability to compare trends to the past. This is super helpful when you’re trying to see if usage is going up or down. If you’re implementing a change and want to see the impact it has you can compare it to the past. For me, I am going to use if to see how many customers click into my product time over time, using it as a health indicator. Super excited about this feature!
Tip: When to Use a Funnel VS Journey
During a recent training call we had a client ask, “when do I use a Funnel vs. Journey in FullStory?” and although a rather simple question, I found my rather complex and overly verbose answer worth sharing with the FullStory Community. I also welcome others to jump in with their take on how to answer this too. In short, Funnels are for defined user flows, i.e. we list out the known steps that a user takes, and Journeys are for undefined users flows, i.e. they start or end with a page or event but all the middle bits are unknown. Funnels = Defined FlowsWhen building a funnel, you’re going to be explicitly defining out the actions, visits, or events that your users are doing throughout the funnel. Users could be doing a number of things before, between, or after these steps as well – we only care about the success of defined criteria that is including them in our funnel. In the below funnel, we see three defined events, but people could have clicked Add to Cart multiple times, visited c
Your FullStory Holiday Preparedness Checklist
🎶 It’s the most wonderful time of the year 🎶 As you’re gearing up for Black Friday and Cyber Monday, there’s a lot to consider when it comes to FullStory and your DXI strategy! Have you prepped for an increase in volume? Is your FullStory setup ready to go? Do you have an internal action plan?We’re here to help make sure your holiday plans go off without a hitch. The Holiday Preparedness Checklist attached to this post has recommended resources, level of effort, and anticipated value assigned to help you prioritize each action item. Have any other tips for this time of year? Share additional ways you prepare below!
Tip: Use Exclude Events to Quickly Test Hypotheses
“Exclude people who performed these events” is one of the most powerful search tools in FullStory. Why? It makes it so simple to test your hypotheses. For example, let’s say you’re interested in seeing how conversions compare for users who clicked on a special offer vs. users who didn’t. To do this, you’ll need three things in FullStory: A segment of users who clicked on the special offer Another segment of users who didn’t click on the special offer And a funnel that defines the steps in your conversion workflow The exclude functionality lets you create both of your segments super fast. Create your first segment, then use the drag-and-drop to quickly save the inverse. Watch below as we change our segment from users who clicked the special offer to users who didn’t. Drag and drop to exclude events from your segment Now, we have two segments ready to go. Load up the funnel and choose “Compare users” to see how they perform side-by-side. We can now see exactly how effective our spe
Tip: FullStory Naming Conventions
Often times when setting up FullStory or onboarding new team members it becomes clear than a unified naming convention 📖 can be reaaallly useful to reduce confusion and increase speed to insights. Here are a few of our tips and takeaways: [Noun]+[Verb]It’s knee jerk for some to want to create Segments called something like “Clicked the Add to Bag Button” but if you make enough of these you’ll soon realize you have a growing list of “Clicked the...” Segments that become tough to scan. We recommend starting with a noun or the thing people are clicking or place people are going: “Add to Bag Button” or “Confirmation Page” and following it with your verb, like:Add to Bag Button Clicks Confirmation Page VisitsYou could take it a step further and add [Audience] to the front of that too, like:Prod - Confirmation Page Visits Paid Media - Add to Bag Button ClicksBut that might be overkill for you and your team, so to encourage adoption try to K.I.S.S. – Keep It Simple, Sillypants. 👖 “Funnel” f
Tip: Personalize FullStory Home
FullStory’s new Home experience provides a personal workspace for your own DX exploration. Right out of the box, you’ll see curated metrics that highlight what’s Happening Now, Engagement, Find & Fix Issues, and Performance Errors. These are designed to help get you started, but Home is yours to personalize as you see fit. Here’s how to make it your own! Add SectionsSections let you organize and label a group of cards. Create a new section by clicking the vertical ellipses on any existing section. You can also reorder, remove or duplicate sections. Name these in a way that makes sense to you and your personal workflow.Add or customize sectionsRearrange CardsAll cards are drag and drop. Simply click and move cards to add them wherever you’d like them to go within a section, or use the ellipses to remove them, duplicate them, or change the card format. Rearrange cardsThere are four formats to choose from–Small, Medium, Large, and Playlist–so you can view your data any way you like.V
Tip: Discover People Who Timed Out vs. Those Who Logged Out with Exclusion Filter
Observation: We noticed for one of our clients an increase in traffic to the /logout page, but were suspicious that users were organically deciding to log out more. Hypotheses: H1 The increase in visits to the /logout page is not a direct result of user behavior and H2 this increase will results in a more negative user experience as it forces users to change states without their expressed intent. Findings: To understand if users were visiting this page by their own volition or were being sent there we used Exclusion Filters to find users who visited the page but didn’t click on any text “Log Out,” which is the CTA in product to get to this page.So What? For our client and their users’ privacy, we aren’t sharing anything specific, but we did confirmed a dramatic increase in visits to /logout, which was associated with a change their dev team made to the session time out threshold.For our second hypothesis, we won’t be able to validate this without qualitative work, but what we can do i
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