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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
Fewer
Drop-offs
High
UX confidence
Stronger
Internal alignment
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.