The Symptom Analysis section breaks down the prevalence of each session symptom associated with the issue. Session symptoms are indicators of customer frustration like Rage Clicks, Refreshes, and Form Desertions. The Symptom Analysis section collects and presents data on how often each symptom occurs in sessions where the issue is present, and compares this against the domain average–how often the symptom occurs when the issue is not present. This provides insight into how the issue impacts the user experience and increases friction, which in turn may affect conversion rates.
The Symptom Analysis section presents symptom data by purchase journey stage and timeframe. Select one of the four stages–On Site, Added to Cart, Checkout Started, or Place Order–to examine the top symptom and symptom breakdown at at that stage of the customer's journey. By default, the section presents data collected over the past 90 days, but you can adjust the timeframe to as little as the past day or as much as the past year.
The Top Symptom sub-section identifies the highest-occurring symptom at the selected stage of the purchase journey. By assessing session data over the given timeframe, this section generates two doughnut charts: one to illustrate how often the symptom occurs in sessions where the issue is present, and one to illustrate how often the symptom occurs in sessions where the issue is NOT present. Beside these charts is a written breakdown of how much the issue impacts the prevalence of the symptom.
To watch session videos that capture the top symptom in action, click View Sessions.
At the bottom of the Symptom Analysis section, a column chart displays the prevalence of each symptom in sessions where the issue is present, compared against the domain average. Issue data appears in coloured columns, while domain average data appears in grey columns. This chart serves as a visual indicator of the issue's impact on symptom prevalence.
Hover over a column to pull up a breakdown of the data it represents.
Don't forget that symptom prevalence can vary at each stage of the purchase journey, so be sure adjust the filters at the top of the Symptom Analysis section to examine symptom data at each stage.