Leveraging Hotjar for Enhanced User Experience: A Case Study on Hussle

Hussle is an online marketplace that connects users with gyms and spas in their area. It offers day passes or MultiGym passes that include digital fitness apps. The platform is described as the 'Airbnb for gyms'. Hussle aims to increase participation in physical activity and generate revenue for operators. The platform is used by a wide range of users, from individuals looking for a single gym membership to those needing access to multiple gyms due to frequent travel. Hussle also offers corporate subscriptions, providing employee perks to various firms.

Hussle, an online marketplace for gyms and spas, faced several challenges in understanding user behavior and improving their product. Luke, the Product Lead at Hussle, was tasked with identifying and resolving issues that led to user churn, spotting bugs, and ensuring smooth launches of new features. The primary challenges included understanding why users were leaving the platform, identifying issues with new features, spotting broken user flows, and discovering bugs. The team needed to capture reliable feedback from users as they were leaving, which was a difficult task. Additionally, they needed to understand user interactions with new features and identify any issues that could hinder the user experience.

Hussle implemented Hotjar, a powerful tool for understanding user behavior and improving user experience. Hotjar was used to send surveys to every churned user immediately after they cancelled their subscription, allowing Hussle to capture real-time feedback. Over 1,000 responses were collected and analyzed, revealing key reasons for churn. This data was used to inform the creation of a new product offering. Hotjar Recordings were also used to observe user interactions with new features, helping the team understand if users were using the features as expected. The team also set up filters to identify 'rage clicks', which were then sent to a specific Slack channel for immediate attention. Additionally, Hotjar's Incoming Feedback widget was placed on the signup page to capture real-time feedback, helping the team spot and resolve issues quickly.

• The implementation of Hotjar has significantly improved Hussle's ability to understand user behavior and improve their product. The tool has enabled the team to capture real-time feedback from users, leading to the development of a new product offering. The use of Hotjar Recordings has provided valuable insights into user interactions with new features, allowing the team to make necessary adjustments and improvements. The ability to identify 'rage clicks' and other issues in real-time has also improved the team's ability to respond quickly to problems, preventing these issues from affecting a larger number of users. Overall, the use of Hotjar has enhanced the team's ability to deliver a product that meets the needs of their users.

• Identified a bug that would have stopped dozens of users from buying

• Collected over 1,000 Survey responses from users who canceled their subscription

• Watched over 73,000 seconds of Recordings