Case Study: HeyOrca achieves improved UX, fixes elusive bugs, and boosts NPS to 54 with Hotjar

How HeyOrca used Hotjar to improve their early product design and user experience

HeyOrca is a social media planning and approval tool used by marketing agencies, consultants, and their clients to plan and approve content. As they worked to improve product design and UX, they struggled to visualize and measure customer satisfaction and engagement—feedback was scattered across email threads and Google Docs and didn’t scale, leaving them with lots of data but little actionable insight.

HeyOrca implemented Hotjar to watch session recordings, assess UX, and consolidate feedback; within two days they identified and fixed a month-long elusive bug and uncovered multiple areas for improvement. After applying UX changes and fixes discovered via Hotjar, customer feedback became much more positive, yielding a Net Promoter Score of 54 and 65% of users classified as Promoters, making Hotjar a key tool for their customer success team.

HeyOrca

Jacob Pitcher

Customer Experience