Emilio Garcia recommends installing a session-recording tool like Hotjar or Microsoft Clarity to watch real user interactions. Watching sessions reveals usability problems that metrics miss, especially on mobile where users struggle with buttons or navigation. Direct observation shows gaps between what you designed and how people actually use it.
simplest thing, and you know, we do this for clients, is install a tool that allows you to see sessions, right? It can be Hotjar, it can be Clarity. There's plenty of them. Look for them and start recording sessions. Start paying attention to what happens because you will discover that, oh, we didn't think about the mobile experience as much as we have dedicated time to the desktop experience. We thought that people would like engaging a ton when in reality they were just struggling to click on our button, or they couldn't find things because we have these very engaging, different navigation experience that we have developed. But people struggling to understand what to do with the website. So there's no way that quality quantitative data will give you insights into those little nuances. You need to actually go and see sessions and see what people are struggling with.
