List the most frustrated user session recordings, intelligently identified by FullStory, for every Search and Segment you create.
“Show me sessions where the customer has a bad experience.”
If you search in FullStory for the above frustration signals—or others like thrashing mouse or form abandonment—and you’ll find customer sessions with rapid-fire clicks (a.k.a. rage clicks), console errors, and more.
FullStory's customer struggle signals can surface problems with your website or app, but if you have tens (or hundreds) of thousands of sessions, you may find you need a way to surface the most irksome customer experiences.
We created the Most Frustrated Sessions Searchie to solve this problem. Next time you login to FullStory and conduct a search—or pull up one of your custom Segments)—scroll below your most recent matching sessions and find the card at the right.
The Most Frustrated Sessions are identified by deploying machine intelligence against every matching session in your Segment. Our proprietary algorithm looks for combinations of frustration signals contained within those sessions in order to determine which sessions contain the most customer frustration.
Watch any of these session replays and you'll jump right to the moments identified as frustrating.
What is a frustrated session?
We first quantified frustration when we introduced Rage Grade. Rage Grade uses machine intelligence to understand in aggregate all the frustration events generated by your users—a combination of our existing frustration metrics like Form Abandonment, Thrashing Cursor, Rage Clicks, etc. This "frustration score" is then used to stack rank sessions, highlighting those with the worst combination of signals. The frustration score is done in such a way that a single Error Click or Rage Click is not counted as frustration.
Let's say a user gets stuck clicking a checkout button. They click "Checkout" but nothing happens. After a moment of patience, the customer proceeds to dead click around the page, clicks the button many more times, and for good measure, does some thrashing of their cursor.
FullStory looks at all these behaviors together, identifying the session as containing user frustration.
Putting Most Frustrated Sessions to work.
Now that you know you can find the Most Frustrated Sessions in FullStory, you might be wondering, what are some ways to put this to work?
Like just about everything in FullStory, search is the ultimate lever that allows you to zoom in to just what you care about. Below are four ways to take advantage of FullStory's Most Frustrated Sessions.
1. A daily dose of frustration.
When you launch the FullStory app, the default Segment is "Everyone" and the resulting list includes all sessions for the past month. Below your list of sessions, you'll see your Rage Grade, if applicable, and with it the accompanying list of frustrated sessions for the past month.
The worst cases of frustration on your site or app may be seen as "red alerts," which is why you might use the Most Frustrated Sessions Searchie to focus your attention on the most recent cases of frustration. You can accomplish this by changing the date range of your FullStory search to
Today. Save the results as a new Segment.
The frustrated sessions listed in your "Today" Segment will change on a daily basis. Use this list to monitor the most recent problems with your UX, surface new bugs to solve, and if your team is capable of managing it, blow your customer's mind through proactive support.
2. Keep track of critical flows in your app.
It is always disappointing—sometimes even painful—to watch as users fail to complete critical actions in your app. Be it onboarding, specific app functionalities and product features, or some other critical path, when users get frustrated at every turn, they lose confidence or worse, never return. What more, most users will never report these moments of friction, making it next-to-impossible to diagnose problems or provide support.
If you haven't already created Segments for critical UX paths on your site or app, search your session recordings in FullStory by the Page URL that corresponds to the UX path in which you are interested.
Alternatively, search based on interaction with a CSS selector that relates to the particular user experience you're analyzing.
Once created, regularly watch your Most Frustrated Sessions to identify opportunities to improve the UX.
3. Find new bugs by excluding bugs that are being fixed.
We hope this doesn't happen often, but if there is a broken element in your app, then FullStory will show frustrated users interacting with this element. FullStory makes solving bugs a breeze, so once you start working on a fix, you probably won't want to look at bugs on the same element again.
The solution is to eliminate these "solved bug" sessions from your search results by excluding interactions with the offending element from your search. The resulting list of sessions—including the Most Frustrated Sessions—will eliminate this noise from your search, helping you find new bugs to solve.
4. Find blockers to conversion.
If you've identified critical pages to conversion on your site or app, you're likely interested in finding opportunities to optimize them further. With Most Frustrated Sessions, you can use FullStory search to isolate sessions containing interactions on critical pages in your marketing funnel to help you identify if there might be an opportunity for conversion rate optimization. You can use the Most Frustrated Sessions Searchie to accelerate your efforts to use session replay for conversion rate optimization.
A note on false positives.
From time to time, you may encounter sessions listed in the Most Frustrated Sessions list that do not seem to be very frustrating. What's going on?
We built our frustration detection models to err on the side of caution—even if there was a chance we might pick up a few less-frustrating sessions.
For example: if there is nothing broken—and/or no visible unresponsiveness in the app—our algorithm looks for possible moments of confusion such as when a user seems unsure of the next step or is spending more time to complete a particular action. In our research we found that mouse thrashing and form abandonment often provide good signals to catch these moments of hesitation and confusion. Unfortunately, sometimes these signals do not point to frustration. The result is false positives.
We know false positives can be, well, frustrating. And in those instances when they cannot be filtered out using search, we provide our users with a way for FullStory to ignore highly clicked elements by adding the
fs-ignore* class. Read more about fs-ignore in this blog post.
Additionally, you can help us improve our ability to detect frustration. If you have logged into FullStory recently (or regularly spend time on the blog), you'll have seen a set of thumbs at the bottom right of your screen. Next time you're watching sessions that FullStory identified as frustrating that aren't frustrating, give us Thumb Feedback so we can take a look and figure out how to improve.
To the future!
The future is being built by those who care deeply about customer experience. Thankfully, we have ever had more insight into just what the customer experience looks like. Yet all that information can be overwhelming—how do we cut through all the information and focus on the most significant opportunities?
The only viable solution is to lean on machine intelligence for the heavy lifing. That's why even though we are two years in to identifying frustration online, there's still a lot of work to do—and we are just getting started.
We hope you put the Most Frustrated Sessions Searchie to work during your quest to solve frustrating experiences online. Log in and skydive in tandem with Fullstory. See if we can't help you find and eliminate customer struggle online.