Hotjar: see how customers use your site

Numbers tell you that people leave your order page. Hotjar shows you why. Heatmaps show where visitors click and how far they scroll, and recordings replay real visits, so you can watch a customer look for the checkout button you thought was obvious.

Connecting it

1. Create a Hotjar account and add your site. Copy your Site ID, a number shown in Hotjar's site settings.
2. In your admin, go to Manage Site > Integrations and click Manage Hotjar.
3. Paste the ID, tick Active, and click Update.

Refresh your site and visit a few pages; Hotjar confirms when it starts receiving data.

Hotjar loads on your customer pages, not on your admin pages, so your own admin work never shows up in recordings.

What to look at first

• The order page heatmap. Are customers finding your categories and filters? Do they scroll past your best sellers?
• Recordings of visits that did not end in an order. Look for hesitation: long pauses, repeated clicks, back-and-forth between pages.
• Mobile versus desktop. Most food orders happen on phones. Check the mobile heatmap separately.

Good practice

• Tell customers in your privacy policy that you use analytics and session recording tools. See How to edit your terms of service and privacy policy.
• Watch a handful of recordings each month rather than hundreds once. Patterns show up quickly.

Keywords: user behavior, screen recording

Related

• Google Analytics and Tag Manager: track ads and conversions
• Menu page layouts: choose how your menu looks
• Fathom Analytics: your site traffic, built in
• Integrations: Mailchimp, Google Analytics, Facebook Pixel, Hotjar and more