Item: Crazy Egg
Rating: 7
Author: Ashley Chiu

Use Cases and Deployment Scope

Crazy Egg has been a legacy tool that we've used, but I don't think we've used it to its fullest capabilities. With that said, we've used it to view heat maps of traffic (and we share those images in reports) and we've more recently used the session recording tool to observe users interact with our website in real-time.

Pros and Cons

Price is competitive
A/B testing

Session recording is not very reliable.
Hard to target some of the features, too broad.

Most Important Features

Heat Maps
A/B Testing
Analytics

Return on Investment

I will be honest, it hasn't really helped us target areas of opportunity as we had hoped. We wanted the session recordings to help us gain visibility into what users were doing, but it wasn't very finely targeted and it wasn't always reliable.

Alternatives Considered

Hotjar, FullStory and Quantum Metric

I will say that I didn't evaluate or select Crazy Egg, it's been a legacy tool that has been at the company before me. Honestly, we're not even sure of all of the features/functionality that we can use. Me, as a UXR, I think there are some other tools that would help me more in gaining visibility into what our users are doing on our website. I've evaluated other tools that are more aligned with UXR. However, if we properly paired it with experimentation, this might be more of a valuable tool for us.

Key Insights

Do you think Crazy Egg delivers good value for the price?

Yes

Are you happy with Crazy Egg's feature set?

Did Crazy Egg live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Crazy Egg go as expected?

Yes

Would you buy Crazy Egg again?

Yes

Other Software Used

UserTesting, UserZoom, GetFeedback, by SurveyMonkey, SurveyMonkey

Likelihood to Recommend

If you're looking to pair this with other analytics tools and you're price sensitive, this tool might work for you. Unfortunately, for what we need, I'm not sure it's the right tool for us alone. The session recording feature, which I have personally been using more, is not really giving a good sense of what users are doing. Sometimes I'm watching sessions and I see nothing, just a blank screen. Alone, it's not enough to give me a good picture. The price is competitive, though, and I'm sure if we were pairing it with our A/B testing tools, this would be helpful.

Usability

It's not clear what features there are. The navigation icon is not labeled. It's hard to know where to start when you're first logging in as a first-time user. It's hard to know how to set up anything and there aren't many helpful tutorials in-product. I don't want to be kicked out of a help center or read the documentation.

Usability Pros and Cons

Pros	Cons
None	Do not like to use Unnecessarily complex Difficult to use Requires technical support Slow to learn Cumbersome

Difficult Tasks

Navigation
Exploration
Finding product features

Competitive Pricing, hard to know what we're paying for, though

Overall Satisfaction with Crazy Egg