Recordings & Insights

What feedback will I get from users?

Users submit short videos plus supporting comments. The videos are easily shareable across your organization and can focus on bugs and issues, as well as suggestions and ideas from users.

Do I have to prompt users to submit recordings?

No. Users themselves decide when they want to submit details on an issue or a suggestion. This also ensures that FlightRecorder does not disrupt the user experience.

Can you recruit FlightRecorder users to participate in UX follow up UX studies?

Yes. Respondents for longer-term studies (such as diary studies) can be recruited through your app to a Pulse Labs participant link. Alternatively, Pulse can recruit long-term study participants. Both of these fall under our UXR™ set of solutions.

Does FlightRecorder capture both bugs and suggestions?

Yes. Your app users can submit videos of issues they have as well as ideas for improvements. This is a key advantage over traditional bug-only systems.

How do I know whether my FlightRecorder videos are relevant?

The videos are relevant because your own users choose what to send. That means you don’t have to wade through videos that are not relevant to your customer experiences.

What share of app users typically submit FlightRecorder feedback?

It depends on several factors, such as how often your users use your app and how recently you launched a new version of the app or added a feature. Recent changes are when bugs are more likely and/or users are struggling to understand any new flows, which may drive up submission volume temporarily.

In general, submission rates range from under 1% to the low single digits. The exceptions are apps in development when submission rates are higher as app versions are being rigorously tested (but of course submission volume is still low).

How can I manage the volume of FlightRecorder submissions?

You can manage feedback volume by using feature flags to release FlightRecorder to only a representative sample of your users, such as those that transact the most often or those that engage most often.

You can also set limits with the portal for the total number of devices on which the SDK is active. Any devices beyond this limit will continue to collect feedback, but it will not be accessible, nor will you be charged for those users.

Finally, we have an AI-powered grouping of insights that can be enabled to sort like recordings and reduce the totsl number of vidoes you need to review.

Note that you can also use the volume of videos received on a given topic to gauge the magnitude of an issue. In those instances, you then view enough of the videos to capture the nature of the issue without having to review all of them.