Hotjar

Overview

Hotjar helps teams understand how users interact with digital products through heatmaps, session recordings, surveys, and feedback widgets. It’s a favorite among product, design, and UX teams looking to uncover friction points or conversion blockers. But while Hotjar reveals the what and how of user behavior, it often lacks the context to explain why those behaviors happen, or how they relate to the full customer journey. Hotjar captures mouse movements, clicks, scroll depth, form drop-offs, user recordings, and direct customer comments. It shows where users struggle or engage, and how experience varies across devices or flows. However, most of this data remains locked inside product or growth teams, making it difficult to connect to broader CX or strategy efforts.

What this integration enables in TheyDo

Bringing Hotjar data into TheyDo helps turn raw behavior into journey insight. Friction points can be mapped to specific steps, paired with customer quotes or operational data, and tracked as recurring pain areas. Instead of watching isolated recordings, teams can spot patterns and prioritize improvements across journeys. Hotjar becomes a source of intelligence that informs not only product decisions, but also service, support, and CX strategy. And because the data is stored and tagged within a shared journey framework, it can be reused whenever a new question or project arises.