Case Study: DashThis achieves a 140% increase in customer satisfaction and a 50% lift in onboarding completion with Hotjar

Hotjar enabled DashThis to increase customer satisfaction by 140%

DashThis is a SaaS that helps marketers and agencies build beautiful automated marketing reports by connecting data from tools like Google Analytics, AdWords, Facebook and more. The team faced a critical UX challenge: many trial users couldn't complete the onboarding—especially the first two steps of adding integrations and data sources—because buttons and the long integration list were hard to find or behaved poorly on smaller screens. Relying on scattered user feedback wasn’t giving the objective, contextual insights needed to prioritize product changes.

By using Hotjar to observe real user behavior, DashThis identified specific friction points and implemented targeted fixes: reorganizing the integrations list, adding search, step-by-step pop-ups and videos, and making buttons bigger and more prominent (including placing them higher for small screens). Within months onboarding completion rose 50% (first-step completion up 25%), Net Promoter Score–based customer satisfaction increased 140%, and the team now runs weekly Hotjar analyses to validate ideas and keep improving the product.

DashThis

Astrid

Lead UX Developer