UXCam

What do you like best?

I can see how users actually navigate through the product and quickly determine product changes that need to be made. This tool gives me great insight into which screens users tend to navigate to and what version of our app they are using. We can see if there are crashes, the geographical region of our users, and rage gestures. Seeing when the average traffic is navigating to our app has given us insight into the best time to release so that we don't disturb the user experience. Customer Experience has been great. We can email or message the team and they give us a reply in a pretty short time frame. We have been able to catch test data that slipped into production based on sitting and watching live user sessions. This help us give feedback to the Customer Experience Teams for user pain points and to the Engineering Team based on any issues we might be seeing. We can create and resolve bug tickets or feature requests with evidence from recordings.

What do you dislike?

Sometimes user sessions are long enough to make a meaningful recording. We have also had to adjust our settings to only upload on wifi to reduce slowness issues in the app. If the user denies location services in our app then we will not get an accurate geographical location. While this is not a big deal it does give us some insight into where most of our users are located in the country and where we can market. We have been experiencing some slowness in our app after installing UXCam, but we have gotten great Customer Support and are working with the Engineering Team to find a resolution. Since our user data is sensitive on some screens we can't always share user sessions within the company to show off our features as we do have banking information, home address, phone number, etc.

Recommendations to others considering the product:

If you are looking to understand how your users are navigating around in the product or if there are any UX issues causing navigation problems, this is a great way to understand. You can sit and view user sessions and see the screens they spend the most time on, the devices they use, how long they spend in your app, if there are rage gestures, and if users are upgrading when available.

What problems are you solving with the product? What benefits have you realized?

We are solving UX and Training issues and have realized how we envision the product to be used vs. how the feature is actually used. We have implemented features that on paper seem like a great idea and the user would love, however, when viewing the user sessions we are seeing that users don't even navigate to the screen or use the feature. We also see where users stumble around on screens and cannot seem to understand how certain things function. This has been great for helping us understand what training materials, either articles or videos we need to create to further explain how our product works or a specific feature.