Overview

Website visitors have common frustration points on websites that cause them to leave, not complete tasks, or fail to convert. Mouseflow watches for these events and automatically tags the session recordings with this information to help isolate your pages or recordings where users experienced frustration using your website.


This is called Friction and is displayed in Recordings with friction smileys and tags as seen below:

Mouseflow has seven unique friction events that a user can experience. Each event has a unique value associated with it which we use to provide an overall score to the page or session recording that will help you understand its intensity and impact.

You can click on the number of page views in the recording to see the type of friction event per page:

Or you can open the recording and see exactly where on the timeline certain friction events occur (incl. click-rage, click-error, mobility, and custom-friction) as well as a description of the event as you hover over its icon:

Types of Friction Events

The seven unique friction events are:

Click-Rage

Each time a user excessively clicks in a short period, we automatically tag the session with the 'click-rage' tag.

Click-Rage is a serious friction event and counts for 5 friction points. This event alone will mark the recording as a visit with friction.

Click-Error

Each time a click triggers a JavaScript error, we automatically tag the recording with the 'click-error' tag.

Click-Error is an intermediary friction event and counts for 2 friction points.

Bounce

The 'bounce' tag is applied when a user navigates from page A to B - and then returns to page A within a short timeframe.

Bounce is an intermediary friction event and counts for 2 friction points.

Speed-Browsing

The 'speed-browsing' tag is applied when a user navigates through multiple pages within a short timeframe. The tag will be on the first page.

Speed-Browsing is a minor friction event and counts for 1 friction point.

Mouse-Out

The 'mouse-out' tag is applied when a user's mouse leaves the page - potentially to interact with another application or tab.

Mouse-Out is a minor friction event and counts for 1 friction point.

Mobility

The 'mobility' tag is applied to mobile visitors every time five orientation changes are detected during a single pageview. The tag does not apply to visitors using Safari.

Mobility is a minor friction event and counts for 1 friction point.

Custom-Friction

The 'custom-friction' tag can be applied at any custom event of your choosing. Using this tag allows you to target any user event or action, that you consider being an indication of friction.

The 'custom-friction' tag counts as a serious friction event. This event alone will mark the recording as a visit with friction.

You can add a custom friction event by calling this JavaScript function:

_mfq.push(["addFriction", "5"]);

Resources

Learn more about leveraging Mouseflow Friction scores in:

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