How did LiveSession help RandomCoffee double campaigns completion ratios

Careful choice of necessary software

Like any innovative and modern company, RandomCoffee organize their work and measure their results using the best necessary tools such as Google Analytics, Hubspot, Amplitude, Figma, Jira, Confluence, Segment, and many others.

As the company’s product had matured, it became clear that they needed session tracking software. Their first choice had been not fully satisfying, so after 7 months of usage, they decided to switch to LiveSession. This software fulfilled the must-have requirements. LiveSession offers many powerful functionalities such as Session Replays, Segmentation, and the Inspect Mode allowing the selection of sessions based on user activity in a specific section of the application.

Advancing through Product Lifecycle Stages

RandomCoffee launched in early 2018. The main goal for developers at that time was to implement the designed core functionalities. The focus was on a fast delivery to offer a finalized product. Then, it was possible to gather the first feedback from customers. Basing on their input, the developers improved the solution in multiple iteration cycles. RandomCoffee also used insights from Amplitude to understand user behavior. This still was not enough, because they were getting information that something was wrong, but no info about why. Unfortunately, there were not enough people dedicated just to UX Design at the time.

Focusing on the UX Design

While the product was maturing the RandomCoffee team was growing as well. In 2020, a new version of RandomCoffee was announced. At that time, the company hired people who could fully focus on design and user behavior analysis. It was crucial to ensure that customers are entirely happy with this new version of software. This was the time when LiveSession came on stage.

Discovering the unexpected

The case of introducing two new features to the solution may be a good example of a situation where it is known that something is wrong, but it is not known what or why. At the same time, RandomCoffee released an onboarding module, and a feature allowing instant connection with a colleague. When they realized that people hardly ever click to connect with their colleagues it was a big disappointment.

And this was the moment when LiveSession proved to be indispensable. Thanks to the Inspect Mode functionality it was possible to sort out the sessions where a specific part of the application had been used. It was possible to analyze Rage Clicks. And then after analyzing the selected sessions the root cause of the issue became obvious.

When users used less popular screen resolutions, the onboarding module hid the section for instant connection. The developers tested the solution on the most standard monitor sizes. The impact, of something popping up in a small window, was not anticipated.

After reducing the size of the onboarding module, users started using the instant connection functionality 3 times more often.

Less effort and happier customers

Another challenge for RandomCoffee was to simplify the campaign creation process. They noticed that customers often got stuck when creating a complex flow. This required a lot of involvement from the support and customer training teams. After replaying selected sessions, the designers detected the ergonomic issues and created the list of suggested enhancements.

After implementing the highest priority improvements, the ratio of finished campaigns vs. initiated has doubled. After the design change, creating a campaign became easy for customers. They were not the only ones happier. RandomCoffee was also happy because they could spend fewer resources supporting and training customers on the campaign creation process.

Final outcome

With LiveSession, RandomCoffee has improved their UX Design spectacularly. They were able to figure out non-obvious issues associated with different screen resolutions or features hiding each other. They were able to triple the use of their core functionality and double the number of campaigns that were fully created after their initiation.