Session Replay Review Sampled by Failure Events

A replay review is only as good as the sample you watch, and random sampling wastes it. We select sessions by event: a JavaScript error fired, the shopper opened a payment method and came back, a field was entered and abandoned, the same search ran twice, the back button left checkout. Sixty to a hundred and twenty replays selected that way answer a question. Five hundred watched at random produce anecdotes and a long invoice. What a question looks like: "Why did mobile checkout completion drop four points after the June release" is a question. "What are our UX problems" is not, and we will turn the second into the first before the engagement starts or decline it. The selection triggers are written down and agreed with you before we watch anything, so the sample cannot be assembled after the fact to fit a conclusion someone already holds. Where we stop: We stop watching a segment when five consecutive sessions add no failure mode already written down. In a homogeneous segment that usually happens between the fifteenth and the thirtieth replay. The stopping rule appears in the deliverable beside each segment, so you can see which conclusions rest on saturation and which rest on four sessions and a hunch. Both appear; only one is labelled as settled. Replay is not evidence on its own: A shopper who abandons at Klarna and a shopper whose card was refused at 3-D Secure look identical on video. Every payment-side finding is joined to the processor record, decline codes from Klarna, Adyen, Nets or Stripe, before it goes in writing. For dApps we work in a tool that captures console and network alongside the video, because a rejected wallet signature and a user who changed their mind are the same shrug on screen and different lines in the console. Storefront work runs fine in FullStory or Contentsquare. Clarity is fine when it is what you have, and its filtering is the reason the sampling work takes an extra week. What comes back: One written finding per failure mode. Each carries the trigger that selected the sessions, how often that trigger fires as a share of traffic, the orders or signups estimated to be involved, and a clip of thirty to ninety seconds. The clip is what changes minds internally. The paragraph is what survives being forwarded to someone who was not in the room. Privacy, which comes first: If your replay tool is recording card fields, personal identity numbers or anything else your data processing agreement does not cover, we stop and tell you before watching another session. That has happened on three of the last twelve setups we were given access to. It is a data protection problem before it is a conversion problem, and we will not build findings on a recording that should not exist. Not included: No transcription of full sessions. No tool selection, procurement or vendor introductions, and we take no rebates from any of them. No standing digest of interesting sessions. Who should not buy this: Teams who want a monthly stream of insight to keep a dashboard fed. Replay review answers a question and should then stop; running it permanently produces the appearance of learning at a fixed monthly cost. Also not for native app flows, which we do not cover. Web and dApp front ends only.