Have you ever watched a customer’s session and suddenly been struck with curiosity about the interaction or behavior you see? (If the answer is no, then you may have the most intuitive UI on the planet.)
For the rest of us, improving our product is a step-by-step process that is often fraught with confused or frustrated customer interactions. Thankfully we capture all of these moments with FullStory, and we’re able to watch, empathize, and improve the user experience by looking at sessions in playback mode.
But sometimes we see an interesting behavior pop up unexpectedly — and in that moment, we’d like to know more. How many users have done this same thing? Have others successfully interacted with this button or element?
To aid in answering these questions, we built FullStory Inspect mode. In Inspect mode, bootstrapping a new search, or easily selecting sensitive page elements to exclude from recording, is as easy as pointing and clicking. All without ever having to leave playback, open a new browser window, or put down your cup of coffee.
In the above screen capture, I was watching some customer sessions when I noticed I hadn’t actually seen anyone click the “My Cart” button yet. Curious about how many people had visited their cart while shopping (or, conversely, how many people had visited our site and never gone to the cart page), I entered Inspect mode by clicking the Inspect button on the timeline toolbar, and clicked the cart button.
FullStory immediately pulled up the exact match for the element I clicked, but then it did something else interesting: it made a few suggestions for related elements I might be interested in. After defining my search by choosing the suggested CSS selector that most closely matched the cart button, I clicked Create Search and voila — FullStory immediately made a search that showed me all of my customers who had clicked on “My Cart.”
Now I had the option of refining my search. I could change the search from has clicked the cart button to has never clicked the cart button, and add a User Scope query narrowing down my results to only registered users. This data was extremely useful to me, so I saved it as a new segment: Registered customers who have never visited their cart.
In this capture, I entered Inspect mode, then clicked the text-entry field for credit card numbers. FullStory gave me quite a few options for page elements in the sidebar, and as I moused over them, the red highlighted areas on my page changed accordingly. Since we’re pretty sensitive to gathering unnecessary customer information, I went ahead and selected the CSS string that caused all of the form entry fields to be highlighted, then clicked Exclude Element to easily add it to my team’s list of elements that are excluded from being recorded.
It’s important to mention that Inspect mode can only be activated while watching a session. That means you won’t find the Inspect button on your FullStory dashboard; it will only appear in the timeline bar on a playback page. But we did this by design: Inspect allows you to ride the wave of serendipity. If you’re watching a session and you see an interaction you’d like to know more about, you can immediately and easily create a search, right there on the spot.
So next time you’re watching a session and it raises more questions than it answers, pop open Inspect mode and search on what you’re seeing. FullStory has always turned data into actionable insight. Now it can easily turn insight into actionable data.