As the concept sounded interesting, I took ClickTale, userfly, and Mouseflow.com for a spin. I wanted find out if there’s actual value in going through thousands of recorded user-sessions and the statistics that can be pulled from it. Read on and find out!
Trust is good, Google Analytics is better, user recordings finishes the job!
The core feature of each service is to record and playback the interactions of your website’s users – a feature that is incredibly useful. It helps bury preconceived ideas of how you think your users interact with your site. Guessing is dead. Now you can actually know! Say bye to long and tiresome debates!
Traditional web analytics suites like Google Analytics are priceless, but their statistics leaves you guessing. You have to make qualified guesses to why certain parts of your website is less visited than others. You have to make guesses as to where the user looks and which button he clicks. You have to make changes in the blind.
User recordings moves you from guessing to knowing! To be quite honest, I am stunned how web analytics professionals can call themselves professionals without also digging in to user recordings.
Recording your users is like conducting thousands of user tests. Face-to-face user tests are invaluable, but their main problem is that they are qualitative. You are not entirely certain that what three users did is the same as all of your users would would do. Face-to-face user tests are incredibly valuable, but can be artificial and too task oriented. User recordings lets you watch users who are just visiting for the experience, inspiration, or mere waste of time. You will never get to observe such behavior in a face-to-face moderated user test. I am sold!
The playback controls of the three services: userfly.com, mouseflow.com, and clicktale.com
The three services
Userfly.com
There is no dashboard, and statistics that sums everything up. Userfly however does its job well.
Mouseflow.com
The page analysis crosses the border of Google Analytics, and will tell you things like bounce rate and average visit length. However, what traditional web analytics can’t tell you are “average interaction time”, loading time, and clicks per view. I particularly find the combination of “average visit length” and “average interaction time” interesting: are you users actually doing anything while visiting your site?
The click heatmap will give you a glimpse of what links attract attention, and perhaps just as interesting: what non-interactive parts of a page do your users believe they can interact with.
Finally, the viewport heatmap (scroll reach) will tell you if your users actually make it to the bottom of a page. Do only 10% of your users read your blog posts in their entirety?
Mouse-move heatmap from clicktale.com
Don’t let the simple look of mouseflow.com fool you. It’s a powerful web analytics suite that gives you plenty of statistics and features to play around with. Mouseflow had what I needed and not all that nice-to-have stuff.
Did I mention it’s a steal at its current price? At first I didn’t see it, but they charge you for recordings and not pageviews. A website with moderate user interaction have around 5-10 pageviews per recording.
UPDATE: Since this review, mouseflow.com added livestreaming (watch your users live!) and movement heat maps.
ClickTale
Besides user recordings, Clicktale takes this form of web analytics to a whole other level that can best be described as a full-fledged mature web analytics suite.
ClickTale adds two more interesting heatmaps to tha ball: “mouse move” and attention heatmaps. The mouse-move heatmap acknowledges a phenomenon I observed many times while watching recorded user sessions: people tend to use the mouse pointer to guide their eyes! ClickTale claims that there is an 84% to 88% correlation between mouse and eye movements. Budget eye tracking anyone?
All heatmaps can be filtered real-time by transparency, coverage, temperature. I was amazed – you really need to check out this for yourself.
Most web analytics professionals are incredibly concerned with increasing conversion rates. A crucial form can either make or brakes an account creation, lead sign up, or purchase. This is why I was ecstatic to find out how powerful ClickTale’s form analytics tool was. It broke down the conversion funnel into interactions, and even told me what fields of a form was left untouched, and what field took the longest to fill out.
ClickTale is packed with report tools, statistics tools, and lots of powerful features that I never got to explore. It’s huge! And that’s my main concern with ClickTale: you almost need to be educated to take full advantage of the suite. Although I enthusiastically explored the abundance of cool ClickTale features, I kept falling back to just watching user recordings.
Everything below 10.000 recordings is useless
10.000-20.000 user recordings seemed to be the limit for getting useful recordings with good long interactions that you can learn from. It also seemed to be the limit for the heatmaps and especially the form analytics of ClickTale to render userful.
Pricing
In the calculations below, I’ve assumed an average of 4 pageviews per recording and that 1 Euro is worth 1.4 dollars.
Userfly
| Plan | Price in dollars | Price in euros | Recordings | Pageviews |
|---|---|---|---|---|
| Free | $0 | €0 | 10 recordings | ~ 40 pageviews |
| Basic | $10 | €7 | 100 recordings | ~ 400 pageviews |
| Pro | $25 | €18 | 1.000 recordings | ~ 4.000 pageviews |
| Business | $50 | €36 | 1.000 recordings | ~ 4.000 pageviews |
| Enterprise | $200 | €143 | 10.000 recordings | ~ 40.000 pageviews |
Mouseflow
| Plan | Price in dollars | Price in euros | Recordings | Pageviews |
|---|---|---|---|---|
| Free | $0 | €0 | 100 recordings | ~ 400 pageviews |
| Small | $14 | €10 | 1.000 recordings | ~ 4.000 pageviews |
| Medium | $69 | €49 | 10.000 recordings | ~ 40.000 pageviews |
| Large | $139 | €99 | 25.000 recordings | ~ 100.000 pageviews |
| X-Large | $279 | €199 | 100.000 recordings | ~ 400.000 pageviews |
Clicktale
| Plan | Price in dollars | Price in euros | Recordings | Pageviews |
|---|---|---|---|---|
| Free | $0 | €0 | ~ 100 recordings | 400 pageviews |
| Bronze | $99 | €71 | ~ 5.000 recordings | 20.000 pageviews |
| Silver | $290 | €207 | ~ 20.000 recordings | 80.000 pageviews |
| Gold | $790 | €564 | ~ 62.500 recordings | 250.000 pageviews |
The verdict
User recordings is what it comes down to: it is what by far gives me the most value. User recordings replicate my all-time favorite google analytics companion: real-life face-to-face user testing. Each service does this well.
Watching thousands of user sessions is time consuming. Behavior repeats and watching it gets boring after a while. This is why you need statistics and analytics. Here, ClickTale is the undisputed winner. Its analysis capabilities never ceased to amaze me!
I however keep thinking that I could do with mouseflow.com for the needs and budget I have right now. When I get familiar with the functionality, I might want more – and that’s when I’ll turn to ClickTale.
The verdict is a tie between ClickTale and mouseflow.com! While ClickTale can do way more and works better than mouseflow, mouseflow is cheap and will fulfill all your needs for a good while.
toxboe
Ravi
23 Apr, 2010
Good quick review. But the article didn’t say how all these work? Do the user needs any downloads? Will they know that the actions of their screens are kind of tracked? And finally, the link to userfly is not misleading. It goes to usefly.com, missing “r” in the url.
Thanks for taking time for the reviews.
Ravi
Jacob
27 Apr, 2010
Do you worry that people might find these kind of services a little invasive? Also, I wonder how long it takes to sort through the data you gather…
Guido Tapia
3 May, 2010
There is another mouse tracking system called PicNet Mouse Eye Tracking (http://www.picnet.com.au/met). Its free with no time limit (supported by a small ‘powered by’ kind of ad). Its very sophisticated and is reaching a good level of maturity.
This product is also a no download required product (as the ones above I believe). Very similar to google analytics to install on your site.
Thanks
Guido
joe
26 May, 2010
The link to userfly.com in the article points to the wrong url. the correct url is www.useRfly.com.
Maria
20 Jul, 2010
FYI – The link in the article should be http://userfly.com
I have Userfly.com on my site and really like it. They are the most basic, easy to use product. Plus they are launching new features all the time. Good stuff! Definitely recommend it. I’ve tried Mouseflow and didn’t like it as much, they don’t update with new features or fix bugs.
Clicktale Review
3 Aug, 2010
Click tale absolutely rocks. I use it on all my web sites. Won’t live without it anymore. I’ve dedicated an entire blog to teaching people how to use it in their businesses. If you’re not using it, start using it now.
Brian
3 Aug, 2010
Clicktale is awesome. I like it better than both userfly and mouseflow.
gmbh news
5 Aug, 2010
MOuseflow is amazing, I’ve been trying it for sometime now and I keep loving it.
jeff t
5 Aug, 2010
I’m in agreement with the userfly folks. Mouseflow was too buggy.
Dan Grad
18 Aug, 2010
Also check out: http://youseeble.com, which offers features comparable to Mouseflow, but is a real pleasure to use (the first usability tool in this category that’s actually very usable!).
AS
25 Oct, 2010
I tried out userfly free version but the quality of the video really sucks. After the first few seconds, the video and the clicks get unsynchronised and you can’t really see what the user was doing.
RW
16 Nov, 2010
Be careful!
Mouseflow is NOT PCI compliant. They will collect unencrypted credit card details including the cc number, expiry date and CCV code and then maintain this information in an un-encrypted state. Even worse, they will then display this information over an unsecured HTTP connection when you view the recordings of people who have gone through your checkout process.
Apparently you can limit the collection of this data by assigning a ‘no-mouseflow’ class to sensitive fields, but this information is not provided anywhere in their instructions that I can find.
If you are using Mouseflow, you could be risking your PCI compliancy.
Mark
18 Nov, 2010
I will not go with userfly, because they record your credit card details and they don’t offer any other payment method
Ty the Web Guy
6 Dec, 2010
Crazy Egg will also give you heatmaps, and ChartBeat has some pretty nice real-time analytics.
http://www.crazyegg.com/
http://chartbeat.com/
Best Website Designer
21 Dec, 2010
Invention of heatmap has been a great help for all online marketers, as we can easily track the amount of clicks and the location of it very clearly.
Dan
6 Jan, 2011
Hello,
following your Update about Movement Heatmaps, does it mean that Mouseover now offers same functionality as Clicktale? Or where specifically does Clicktale still have the edge?
Thanks !
china hotel guangzhou
7 Feb, 2011
I will not go with userfly, because they record your credit card details and they don’t offer any other payment method
Ketones
19 Feb, 2011
Hi,
After your update Heatmaps Movement, this means that now Mouseover the same functionality as Click Tale? Click Tale still explicitly or lips?
Thanks!
haemophilus influenzae
19 Feb, 2011
A good quick overview. But the article does not say how it works? Put the needs of all users to download? They know that the event was held on their screens? Finally, a reference to userfly not misleading. It’s usefly.com, missing "R"in the url.
Thanks for taking the time to evaluate.
venapro
31 Mar, 2011
nvention of heatmap has been a great help for all online marketers, as we can easily track the amount of clicks and the location of it very clearly.
venapro
31 Mar, 2011
Apparently you can limit the collection of this data by assigning a ‘no-mouse-flow’ class to sensitive fields, but this information is not provided anywhere in their instructions that I can find.
Alexandre Jasmin
1 Dec, 2011
I’m curious about the technology behind these services.
Are they feeding user input to a browser on their server to record the videos or just rendering a video of a moving cursor on top of a screen-shot of the page? Do forms get resubmitted each time you watch something? How good is the ajax support?
And is this for analytics only or could I use this to quickly see what an user did that was reported in an error log at 10:23 AM from a given IP address?