The Friction Insights Dashboard is designed to help you identify and resolve user frustrations by providing detailed insights into friction events across your website. This guide will walk you through each of the reports available in the dashboard, showing how to utilize them to improve your user experience.
Want to see this feature in action?🔗 Explore our interactive tour: Introduction to Friction Insights & Friction Map.
How to Use Friction Insights
Top pages to focus on
The first report, Top pages to focus on, highlights pages where improving user experience is likely to have the most significant impact. The factors each page has been ranked on are displayed in the table - the possible ranking factors are:
Page Popularity: This is a popular page on your website.
Session dropped: Friction on this page often occurs right before users leave the session.
Page left: Friction on this page often occurs right before users move to another page.
Friction Severity: When friction happens on this page, it's significant (high friction score).
Friction Frequency: A large percentage of visitors to this page experience a friction event.
Early Friction: Friction happened shortly after entering the page.
Hover over each Ranking Criteria listed to view a description for that criteria within the report:
From this report, you can directly open the Friction Map for any of the listed pages or view the Session Replay to investigate user behavior and determine the root cause of friction.
Pages with most click friction
The second report, Pages with Most Friction, focuses on click-based friction types, including Click Rage, Dead Clicks, and Click Errors. It provides a deeper breakdown of friction events on specific pages to help you pinpoint and address click-related issues.
You can navigate between the Total tab or specific friction types like Click Rage, Dead Clicks, or Click Errors to get a focused view of each friction category.
This report allows you to open a Friction Map for the page or watch sessions where these friction events occurred for a deeper understanding of user frustration.
Elements with most click friction
The third report, Elements with Most Click Friction focuses on individual elements within pages that are responsible for high friction. This allows you to uncover specific design or technical issues. It shows the following:
The specific Element where friction occurred.
The Page associated with the element.
The Occurrences of friction events on that element.
Same as the previous report you can navigate between the Total tab or specific friction types
Open the Friction Map for the associated page to see exactly where the friction occurs on the element or view the Session Replay to analyze user behavior and identify potential fixes.
Top click errors
The fourth report, Top Click Errors, provides an overview of the JavaScript errors triggered by user interactions. This data is invaluable for resolving technical bugs. It displays:
The specific Error Message encountered.
The Occurrences of the error across sessions.
Broken Links and 404s
This widget helps you track down broken internal links and 404s so you can fix them quickly.
Each broken link entry shows:
Broken link – The target URL that resulted in a 404.
Previous page – Where the user clicked from.
Occurrences – Number of times it happened.
Latest – When it last occurred.
Switch between:
Internal source – Issues caused by your website’s own links.
External source – Referrals from other sites.
All – Combines both.
💡Click the play icon next to a row to filter sessions that experienced that broken link.
Page Performance
This widget helps you identify slow-loading pages that could frustrate users.
Switch between three tabs, each listing up to 5 pages:
Slowest with Most Pageviews – Focuses on popular pages with the worst load times. It uses a cumulative pageview threshold (default: top 75% of traffic) to highlight the most impactful pages.
Most Pageviews – Ranks pages simply by how often they’re visited.
Slowest – Shows the slowest pages overall based on loading speed (p75 and p50).
For each page, you’ll see:
Render time – p75 and p50 percentiles.
Pageviews – Volume and % of total site views.
All values and thresholds are configurable parameters. This widget also respects all global filters applied to the dashboard.
Charts
The Friction Insights Dashboard includes two charts designed to help you visualize friction data more effectively:
Friction overview
Session & friction
Friction Overview Chart
This chart displays the total occurrences of each type of friction event, allowing you to identify which friction points happen most frequently on your website. To dive deeper, simply click the play icon to view all sessions associated with a specific friction event.
Sessions & Friction Chart
This chart helps you track how friction affects user sessions over time. It visualizes:
The total number of sessions recorded.
The number of sessions where friction occurred over a selected time period.
You can refine your analysis by filtering specific friction types or keeping it set to Any Friction by default to view overall trends.
Friction Score Over Time
The Friction Score Over Time chart provides a line graph that tracks how user friction evolves across your website. This allows you to spot trends, measure improvements, or identify spikes in user frustration over time.
What It Shows
Friction Score Over Time: View your friction scores daily, weekly, or monthly to understand how user experience changes across selected periods.
Color Indicators: Each data point is color-coded to help you instantly identify performance:
Green = Below benchmark (good)
Red = Above benchmark (needs improvement)
Toggle Between Page and Website View
Use the toggle at the top of the widget to switch between:
Page View: Displays the Page Friction Score, the average for a specific page within the selected date range.
Benchmarked against your website's 30-day average Friction Score.
Website View: Displays the Website Friction Score, the average friction across all pageviews in the selected date range.
Benchmarked against your industry’s 30-day average Friction Score.
Filters and Granularity
Apply global filters (e.g., device, country, or page) to narrow down your data.
Choose the granularity: daily, weekly, or monthly.
💡Pro Tips
Tag and Variable: Use tags and variables to filter your Friction Insights further.
A/B Testing Integrations: Combine Friction Insights with A/B testing to measure the impact of design changes on reducing user friction.
Built-in Filters: Use built-in filters to perform advanced analyses, such as segmenting data by device type for deeper insights.
Need more help? Please reach out to our Support Team