Retail Case Study · 7 mins read
Proforto: understanding the why behind the data
Proforto already knew where users dropped off. What the team needed was the behavioral explanation behind the numbers so changes could be prioritized faster.
"We see what users are doing, but we don't understand why they're struggling."
Smoother
Customer Journey
Verified by follow-up analytics
Fewer
Drop-offs
Significant behavioral improvement
High
UX Confidence
Based on dual-validation
Stronger
Internal Alignment
Data-driven prioritization
The challenge
Hotjar and analytics exposed what was happening, but not why. That left the team making assumptions about where the real friction lived in navigation and category discovery.
What changed
Userfeel gave Proforto clear explanations for user confusion, helping the team discover blind spots they were too familiar with to see on their own.
Key takeaway
Qualitative testing turned vague analytics signals into explainable, actionable UX priorities that the wider team could align around quickly.
Why Userfeel?
The Testing Process
Proforto uses user tests as an extra input to discover and explain potential problems flagged by quantitative analytics. They combine these findings with session recordings and support signals to prioritize changes.
Common test types:
Key Findings & Outcomes
Userfeel provided clear explanations for user confusion around complex navigation. This allowed the team to see blind spots they were too familiar with to notice, leading to a smarter, friendlier navigation structure.
Final Thoughts
“Listen to your users as an extra input. Real customer feedback shows you problems you didn’t even know existed and helps you explain the friction you are already seeing in your metrics.”
Ready to see results like Proforto?
Start your first usability test today.