Hey, Stephanie here, one of the engineers at FullStory.
Remember back in the day when, after deploying new features to a site, the only feedback that you’d get would be if a customer filed a ticket? With FullStory, everyone on our team becomes a QA ninja. We can watch sessions to make sure our customers are getting through new flows successfully, and we also catch issues <cough, bugs> MUCH sooner than we would otherwise.
Here’s one example: a couple of days ago, I made some changes to our signup flow to give more detailed feedback to our users if there’s an issue with their credit card information. Shortly after pushing the change, Josh, our UX designer, sent me a screenshot from a session he had watched. He had noticed that the error message was…not exactly as I’d intended it.
I was able to watch the session and figure out the issue within minutes, and I pushed a fix before anyone else hit the bug. I think ol’ Chuck would be proud 🙂
I should note that those pink boxes in the image above denote fields that we explicitly block out in our own recordings (password, credit card information, etc.). FullStory makes it easy to specify fields that you never want to pass to FullStory or see in playback. Those fields show up in pink when you’re watching playback, so you don’t have to risk sharing private data with us or your employees.