How Netpeak Increased Healthcare Conversions by 25% with Microsoft Clarity

When ON Clinic wanted to make it easier for patients to book appointments and access medical services online, they partnered with Netpeak to optimize their website’s user experience. By leveraging Microsoft Clarity to understand real user behavior, the team uncovered hidden friction, improved navigation, and redesigned key pages — resulting in a measurable boost in conversions for appointment bookings, calls, and requests. 

About Netpeak & ON Clinic 

Netpeak is Ukraine’s leading digital marketing agency, helping mid-sized and enterprise brands scale through data-driven strategies and exceptional user experiences. With clients like PUMA, OLX, Uklon, COMFY, Kyivstar, and Intertop, Netpeak combines technical expertise with actionable insights to deliver measurable results.

ON Clinic operates a network of medical centers across more than 10 Ukrainian cities, providing diagnostic, treatment, and preventive healthcare services. Their goal is to make medical care accessible, transparent, and convenient — both in-person and online. 

The Challenge 

ON Clinic sought to increase the conversion rate from website visits to key actions, including appointment bookings, phone calls, and service requests. 

Although high-level analytics highlighted some drop-offs in the patient journey, the reasons behind them remained unclear. Netpeak identified several challenges: 

• Unclear navigation and conversion paths on service pages, medical center pages, and the homepage. 
• Mobile usability issues, including buttons and interactive elements that did not meet recommended touch area guidelines. 
• Ineffective promotional banners and content layouts that didn’t guide users toward action. 
• User confusion around clinic locations and doctor browsing, limiting exploration of available services. 

To address these challenges, Netpeak needed detailed, session-level behavioral insights — something traditional analytics tools could not provide. 

The Solution 

Netpeak implemented Microsoft Clarity on ON Clinic’s website to gain a deep understanding of user interactions. Through session recordings, heatmaps, and scroll maps, the team was able to: 

• Watch recordings of patient sessions from first visit to appointment booking. 
• Identify friction points and usability issues, including non-clickable elements, confusing navigation, and sections with too much content. 
• Measure engagement with promotional banners, forms, and service information. 

“Using heatmaps and scroll maps in Clarity, we analyzed user behavior and identified the specific pages with the highest level of interaction to determine optimization priorities,” said Artem Diachenko, Marketing Specialist at Netpeak.” 

What They Changed 

Based on Clarity insights, Netpeak implemented a series of UX and CRO improvements on priority pages: 

1. Homepage 

Slider and Call-to-Action Optimization: Removed duplicate “Book” buttons and enabled banner clicks to improve usability and mobile accessibility. 

Scroll Distribution: Moved text blocks lower to prevent content overload and encourage users to explore the full page. 

Simplified Locations Block: Showed only city names for faster navigation and reduced scanning time. 

2. Service Pages 

• Integrated Booking Links: Added clickable phone numbers and contact forms directly within service descriptions to make conversion points immediately accessible. 
• Interactive Banner Updates: Added pagination dots to promotional banners to indicate interactivity and improve engagement. 

3. Medical Center Pages 

• Clickable Elements: Redesigned informational blocks (e.g., 24/7 support, in-house labs) so users can access relevant details. 

• Map Functionality: Enabled address links to open maps directly, helping users locate clinics. 

• District Clarification: Added specific district names (e.g., “Odesa (Tairova)”) to reduce confusion for unfamiliar users. 

• Doctor Browsing Pagination: Improved horizontal scrolling with clear pagination indicators, helping users track available profiles. 

The Results 

Netpeak’s systematic, data-driven approach yielded substantial improvements across ON Clinic’s website. 

ON Clinic saw a 25.1% increase in homepage conversions, with more visitors moving from landing on the site to taking action. Service page conversions rose by 26.3%, driven by clearer calls to action and in-text links that made it easier for patients to request appointments. The largest increase came from medical center pages, where conversions jumped by 78.9% thanks to improved location clarity that helped patients confidently choose the right clinic. 

Conclusion 

By combining Microsoft Clarity’s behavioral insights with Netpeak’s UX and CRO expertise, ON Clinic significantly increased appointment bookings, calls, and service requests across its network. 

Netpeak’s data-driven approach also demonstrated that thoughtful UX optimization is not just a design exercise — it’s a business lever that directly impacts user engagement and business performance. 

“Clarity allowed us to see real user scenarios, uncover subtle interaction barriers, and understand how visitors make decisions on the website,” said Diachenko. “Today, Clarity analytics has become an integral part of our continuous improvement process across all projects.”

How instacar Used Microsoft Clarity to Streamline Digital Leasing and Increase Conversions   

When instacar set out to modernize vehicle leasing in Greece, they needed visibility into every step of the customer journey. By using Microsoft Clarity to understand real user behavior, the team uncovered hidden friction, improved usability, and boosted conversions across web and mobile. 

About instacar 

Launched in 2019 by Antonis Samothrakis and Antonis Zois, instacar is redefining how people and businesses in Greece access vehicles. What started as a vision to modernize the rigid leasing industry has evolved into a fully digital mobility platform — one that combines flexibility, transparency, and customer-first design. 

Today, instacar offers a seamless digital leasing experience for both individuals and small-to-medium businesses. Through its website, mobile app, and internal fleet management system, customers can lease, buy, or manage vehicles end-to-end — from selecting a car to signing, uploading financial documents, and scheduling delivery. 

As the platform expanded, so did its need to ensure every digital interaction — from quote requests to document uploads — was intuitive, fast, and reliable. 

To solve this problem, Dimosthenis Avgeris, Head of Product at instacar, decided to dig deeper than surface-level metrics and understand each of these user interactions.   

The Challenge 

instacar’s booking process is the heartbeat of its business. The journey involves multiple critical steps, including requesting a leasing quote, uploading financial documents, completing payments, and finally confirming delivery. 

But while high-level analytics tools showed drop-offs within the flow, the why behind them remained unclear. 

“Users often dropped off or made errors, but it wasn’t clear at which step or why,” said Avgeris. “Since most of our traffic is mobile, we needed to be sure the flow was robust on all device types and screen sizes—something that wasn’t visible with numbers alone.” 

The team faced several challenges: 

• Unclear drop-off points in the quote and document upload flow. 

• Mobile usability issues, with CSS or UI inconsistencies affecting experience on certain devices. 

• Friction in exploration, as users navigated car listings, filters, and pricing tools. 

• Limited visibility into how users understood the platform’s unique selling points or handled complex interactions like financial form uploads. 

Traditional tools like Google Analytics provided aggregate data but lacked the session-level insight needed to identify and fix specific moments of confusion or frustration. 

That’s where Clarity came in. 

The Solution 

To bridge that gap, instacar implemented Microsoft Clarity across both its website and mobile app. 

With Clarity’s session recordings, heatmaps, and smart events, the team gained the visibility they needed to: 

• Watch real user sessions end-to-end. 

• Detect rage clicks, slow load times, and usability issues. 

• Track engagement with key elements like filters, forms, and galleries. 

“Monitoring the full funnel with Clarity meant we could quickly detect where users experienced delays, confusion, or technical difficulties, and make targeted improvements,” Avgeris explained.

By combining Clarity’s qualitative insights with quantitative metrics, instacar’s product, engineering, and marketing teams could prioritize high-value fixes and move quickly from insight to action. 

What They Changed 

Using insights from Microsoft Clarity, instacar launched a series of data-driven UX and performance improvements across its booking flow and website: 

1. Smart Filters for Car Discovery 

• Redesigned the car listing filters to be more intuitive and mobile-friendly. 

• Made the entire filter row clickable instead of just the checkbox, reducing frustration and improving the speed of product exploration. 

2. Pagination Implementation 

Added pagination to long lists of cars, improving page performance, and making it easier for users to navigate listings without feeling overwhelmed. 

3. Car Gallery Redesign 

• Revamped the car image viewing experience with an enhanced gallery and mobile navigation. 

• Added zoomable images and easier swipe functionality to make browsing vehicle details smoother and more engaging. 

4. Streamlined Financial Form & Document Uploads 

• Redesigned the multi-step quote and financial data collection process. 

• Simplified document upload screens with clear CTAs, error handling, and guidance to reduce user confusion. 

• Ensured the flow worked seamlessly across devices and screen sizes. 

5. Fully Digital “Add Driver” Feature 

• Transformed a previously manual, pre-delivery process into a self-service flow accessible in both app and web experiences. 

• Enabled subscription owners to invite additional drivers by email, with invitees completing the process digitally. 

• Incorporated clear CTAs, required uploads, and in-flow error messaging for better guidance. 

6. Marketing Campaign Visibility 

• Redesigned promotional elements on the car page and car list experiences to reduce cognitive load and highlight active campaigns more effectively. 

• Reorganized sections like “Similar Cars” to improve product discovery and encourage exploration. 

7. Overall Usability & Friction Reduction 

• Addressed UI inconsistencies and device-specific issues identified in Clarity session recordings. 

• Optimized interactive elements to reduce frustration, such as rage clicks on filters or gallery navigation. 

• Implemented small but meaningful UX tweaks across the booking flow, vehicle listings, and post-quote actions. 

The Results 

The cumulative effect of Clarity-driven improvements was significant: 

Performance & Stability
28% decrease in average page load time	25% reduction in rage clicks from slow-loading content	14% decrease in mobile session abandonment
User Experience & Engagement
17% increase in image interaction rates	13% increase to user engagement times	21% increase in user engagement with the pricing filter
26% increase in filter-driven searches	18% more cars viewed per user session	90% reduction in rage clicks on filters
Conversion & Funnel Progression
7% increase in conversions	49% increase in post-quote form completion rates	15% increase in form submission rates for cars featured in active campaigns
61% increase in add driver completion rates	100%+ increase in add driver interactions
Support & Operational Efficiency
12% reduction in customer support inquiries	57% reduction in customer support calls for requests to add drivers	Reduced manual processing time by streamlining credit workflows

These enhancements not only improved conversion rates and reduced support workload but also created a smoother, more intuitive digital experience that strengthened user trust. 

“Microsoft Clarity proved invaluable by offering detailed, real-time insights into user behavior that traditional analytics overlook,” said Avgeris. “It revealed precise pain points, unexpected user paths, and areas of friction across our site, enabling us to prioritize fixes based on actual user struggles rather than assumptions.” 

Conclusion 

For instacar, Clarity has become more than a UX optimization tool; it’s an integral part of their product development process. By combining behavioral data with experimentation and cross-team collaboration, the company continues to refine its digital experience and accelerate growth. 

“Clarity helped us see exactly how users interact with our website, app & internal fleet management tool, highlighting frustrations and showing us where to focus our efforts,” said Avgeris. “Clarity is now part of how we make ongoing improvements, with decisions grounded in what users actually do, not just what we assume.” 

By keeping the customer’s real journey at the center, and using Clarity to illuminate it, instacar continues to deliver on its mission: making modern mobility simple, flexible, and digital for everyone in Greece. 

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How AllEvents Uses Microsoft Clarity to Optimize Experiences for 20M+ Users 

When rapid growth revealed hidden friction in their digital experiences, AllEvents turned to Microsoft Clarity to uncover the “why” behind user behavior — turning insights into impactful product decisions. 

About AllEvents 

AllEvents is an online platform that helps users discover events, activities, and things to do in cities around the world. It was founded in 2011 by Amit Panchal and Ruchit Patel with a simple but ambitious mission: to make event discovery effortless. 

Over the years, the platform has grown into a global product operating in more than 20 countries, connecting over 20 million users with events they care about. Its mobile app has surpassed 2 million downloads — becoming a go-to solution for people looking to explore what’s happening nearby. 

But as AllEvents expanded its reach, new challenges began to emerge — especially when it came to optimizing user experience at scale. 

To solve this problem, Paras Makhija, the B2C growth strategist at AllEvents, decided to dig deeper than surface-level metrics and see what was really going on. 

The Challenge 

AllEvents’ rapid growth brought scale — but it also brought complexity. With over 10 million active users across both web and mobile platforms, understanding how users actually interact with the product became increasingly difficult. 

As the team rolled out new features, they found they could measure what users were doing, but not why they were doing it. This made it hard to validate features, understand drop-offs, or learn what was working — especially with such a large and diverse global audience. 

“We needed to know: Were users finding value? Where were they struggling? What was going unseen?”

Paras Makhija, B2C Growth Strategist, AllEvents

Several pain points stood out: 

• High bounce rates on the website: Many users were dropping off within the first 10 seconds — even on landing pages that were highly targeted and strategically designed to convert. 

• App homepage drop-offs: Many users weren’t progressing beyond the app’s homepage. They weren’t tapping into event categories, listings, or recommendations. This raised a red flag about potential issues with discoverability or relevance. 

• Low engagement during A/B testing: Features the team believed would increase engagement — such as new navigation elements or CTAs — sometimes produced ambiguous or underwhelming results. 

Traditional analytics tools, with metrics like page views and bounce rates, were able to highlight what was happening on the surface. But with a global user base spanning a wide range of behaviors, cultures, and preferences, Makhija and his team needed something that could go deeper — helping them see the real reasons behind user behavior. 

That’s when they adopted Microsoft Clarity. 

The Solution 

AllEvents integrated Microsoft Clarity into their website and used the Clarity Flutter SDK to bring the same behavioral insights into their mobile app. This allowed the team to capture a unified view of user interactions across both platforms.

Clarity quickly became central to AllEvents’ product decision-making process. Its session recordings, heatmaps, and insights gave the team a clearer view into the user journey — allowing them to validate hypotheses, identify friction points, and build with more confidence. 

“We needed to see things from the user’s perspective — clicks, hesitations, rage taps, scroll depth — all within context. That’s where Clarity’s visual insights changed the game,” said Makhija. 

With Clarity, the team was able to uncover several key insights that challenged their assumptions and led to real product improvements. 

On the Website 

• Heatmaps and recordings exposed unexpected user behavior: Users were consistently attempting to click on or download event banners — even though these weren’t designed to be interactive. This suggested untapped engagement potential. 

• The “View Map” feature emerged as surprisingly important: While the team initially believed the event map was rarely used, Clarity showed it was actually one of the most clicked elements on the page. This insight flipped internal assumptions and showed the potential for a more prominent map experience. 

In the Mobile App 

• Session recordings revealed confusion and disorientation: Users scrolled the mobile homepage with hesitation, missed key CTAs, and bounced quickly. What initially looked like a content problem turned out to be an issue of personalization. 

• The homepage lacked relevance for both new and returning users: Without contextual or personalized content, users didn’t feel guided or engaged. Clarity helped the team recognize this as a major opportunity for improvement. 

Across Global Markets 

• Geo-specific behavioral analysis uncovered cultural UX differences: With users in more than 20 countries, the team needed to understand how behaviors varied by region. Clarity enabled analysis of sessions tied to specific user IDs and geographic segments, allowing for localized hypotheses and region-specific design experiments. 

“Watching real users interact with our platform — in all their scrolls, pauses, rage taps, and exits — helped us identify friction points that numbers alone couldn’t surface.” 

Paras Makhija

What They Changed 

Clarity’s insights led AllEvents to make several high-impact changes across their digital experience: 

Event Banner Interaction Enhancements 

Heatmaps and session replays showed that the event banner on listing pages had the second-highest click volume — despite having no interactive features. This revealed a major missed opportunity. In response, the team: 

• Enabled banner zoom/enlarge functionality. 

• Allowed users to save, share, or RSVP directly from the banner. 

This small UX change led to a meaningful boost in engagement, with users actively sharing events — effectively turning each banner into a lightweight branding asset. 

Map Feature Optimization + New Revenue Stream 

Data from Clarity revealed that the “View Map” button was the third-most clicked element on event pages. Contrary to assumptions, users wanted to see — and interact with — event locations. The team responded by: 

• Making the map more prominent. 

• Adding contextual actions like RSVP and Share within the map view. 

They also took it one step further: when they noticed rising user interest in nearby accommodations, they integrated Stay22 Maps, allowing users to explore and book nearby hotels directly. This created a better experience for users and a brand-new, organic revenue stream for AllEvents. 

App Homepage Redesign & Personalization 

The session recordings made it clear that the app homepage wasn’t connecting with users. In particular, the lack of personalization was causing confusion and quick exits. 

To address this, AllEvents rolled out a complete homepage overhaul, with key new features: 

• Dynamic greetings that change each time the app is opened. 

• Happening Vibes — Instagram-style stories that highlight trending events. 

• Top Picks For You — personalized suggestions based on user behavior. 

• Social Discovery — tools to find events friends are attending. 

These features collectively added relevance, delight, and structure — giving users stronger reasons to engage and explore. 

The Results 

After implementing the changes informed by Clarity, AllEvents saw immediate, measurable improvements across both web and mobile. 

Website 

• Over 10,000 event banner downloads in the first month after launch — transforming a static asset into a powerful tool for organic event promotion. 

• The map interaction redesign led to increased engagement and enabled the Stay22 integration, opening a new monetization stream. 

• The addition of a Share button contributed to 5% of all RSVPs. 

• Overall RSVP conversions from event pages jumped by 10%. 

Mobile App 

• Happening Vibes (Stories) generated 6,000+ views in just 15 days, increasing content discovery and session duration. 

• Homepage-to-event navigation improved by 10%, strengthening a key user journey. 

• User feedback reflected the impact — app reviews and ratings pointed to increased satisfaction and appreciation for the new, personalized experience. 

“Clarity helped bring our users’ experiences into focus, and we turned those learnings into product decisions that made our platform more engaging, more usable, and more loved.”  

Paras Makhija

Conclusion 

Clarity didn’t just help AllEvents identify product issues — it helped them uncover growth opportunities. It gave them a clear view into real user behavior and provided the insights needed to act quickly and effectively. For Makhija and the team, Clarity is now part of their daily workflow. 

“We don’t just check Clarity — we binge-watch it,” Makhija said. “It’s like Netflix for product people: every session tells a story, and every rage click is a plot twist. It’s simple, powerful, and honestly… kind of addictive.” 

By combining user empathy with hard data, AllEvents continues to grow as a global platform — delivering relevant, intuitive, and engaging experiences for millions of users around the world. 

Supademo’s Success in Optimizing Onboarding and Boosting Engagement

Supademo, co-founded in 2023 by Joseph Lee, is an AI-powered platform that enables B2B software companies to create interactive product demos. Targeting Customer Success, Sales, and Marketing teams, Supademo’s interactive demos simplify onboarding, enhance customer enablement, and drive product adoption. The platform is utilized by companies such as Beehiiv, Turo, and Jotform to tell compelling product stories, scale onboarding, and close more deals. Supademo’s mission is to empower one million businesses to grow and engage their customers through effective product communication.

The Challenge

Supademo faced a significant challenge during its onboarding process. Users were experiencing delayed activation due to a lack of guidance, causing them to struggle in reaching key milestones and ultimately reducing long-term engagement. Relying on manual feedback and focus groups was insufficient for understanding where and why users were dropping off. This issue was critical because it prevented users from experiencing their platform’s core benefits early, impacting their engagement and long-term retention. By identifying where users got stuck, they could streamline the experience and guide them to key features faster. These limitations prompted Supademo to seek a more powerful, visual tool to better understand and address user behavior.

The Solution: Microsoft Clarity

To overcome these challenges, Supademo integrated Microsoft Clarity into its platform. Clarity offered a suite of tools that included session replays, heatmaps, and smart events which enabled the Supademo team to pinpoint areas of user friction during onboarding. With Clarity, Supademo gained granular insights into user behavior based on factors like devices, regions, and individual sessions, helping the company refine its onboarding experience. These insights helped them understand user drop-offs, optimize key activation flows, and ensure users stayed engaged throughout the platform, leading to significant improvements in user activation and onboarding completion rates. This ultimately reduced the time it took for users to reach their “aha!” moment within their platform.

Actions Taken

Supademo leveraged Clarity’s session recordings to observe users’ real-time interactions and identify where confusion or drop-offs occurred.

They were able to filter down to really specific, granular sessions that mapped down to the ICPs, devices, and regions they wanted to observe. These insights helped them understand user drop-offs, optimize key activation flows, and ensure users stayed engaged throughout the platform, leading to significant improvements in user activation and onboarding completion rates.

Additionally, the heatmaps provided key insights into which features users engaged with the most, allowing Supademo to optimize key activation points. The filtering options offered by Clarity enabled the team to analyze specific sessions based on referring URLs, devices, and clicks, ensuring precise and actionable insights.

Based on the data gathered from Clarity, Supademo redesigned its onboarding flow, simplifying steps and refining navigation. These modifications significantly reduced user confusion and increased activation rates, leading to a more streamlined and intuitive user experience.

Before

After

Results Overview

The implementation of Clarity-driven changes resulted in notable improvements for Supademo:

• A 10% increase in onboarding completion
• A 20% boost in user activation rates
• A 39% reduction in the time it took users to reach their “aha!” moment

These results were observed over a two-month period, significantly enhancing user engagement and the overall success of the onboarding process.

Key Learnings for Supademo

Microsoft Clarity proved to be an invaluable tool for Supademo. The session recordings and heatmaps revealed critical insights into user behavior, helping the team identify precise points of friction and make targeted optimizations. By offering granular and visual data, Clarity allowed Supademo to enhance the user experience, leading to faster activation milestones and higher engagement rates. The platform’s filtering capabilities provided the depth necessary to refine user journeys in a way that was both effective and scalable. Clarity’s depth of visual data made it an indispensable tool for optimizing their platform.

This case study highlights how Microsoft Clarity helped Supademo optimize its onboarding process, leading to significant improvements in user engagement and platform activation. Check out the interactive case study below of Microsoft Clarity in action on the Supademo site!

Clarity has been an essential tool for Supademo. By leveraging Clarity’s session recordings and heatmaps, we’re able to quickly and efficiently glean critical insights into user behavior on our platform. Clarity helps Supademo make data-driven decisions, directly contributing to user engagement and faster time-to-value. 

– Joeseph Lee, CEO & Co-Founder of Supademo

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Overview of Kissht and RING

In 2022, Indian fintech startup Kissht introduced RING, a digital payments app that revolutionized access to transactional credit for millions of Indians. The app allows users to transfer RING credit to their bank accounts or use it for online and offline transactions. Targeting young professionals and small business owners, RING offers quick credit, personal loans, and seamless payment options. With over 50 million downloads and 10 million active customers, RING has become a leader in the fintech industry.

Challenge

Kissht’s team faced a significant challenge during the onboarding process for RING users. The user journey, which included multiple steps like personal details, KYC (via DigiLocker), and CIBIL criteria, saw high drop-off rates, particularly in the KYC module. While the team could identify drop-offs in the funnel, it was unclear whether they were caused by technical issues or user intent. The inability to conduct large-scale user research and the reliance on quantitative data from traditional analytics tools made it difficult to fully understand the root causes of these drop-offs.

Solution

To tackle the issue, Kissht integrated Microsoft Clarity’s SDK for Android. The Clarity SDK provided qualitative insights into user behavior that had previously been unavailable. By using Clarity’s session recordings and heatmaps, the team was able to visually analyze user interactions, pinpoint the exact cause of the drop-offs, and better understand how users navigated the app.

Through Clarity’s insights, Kissht identified that the KYC screen was loading multiple times, leading to user frustration and abandonment of the flow. Armed with this data, the team implemented a targeted fix for the KYC module, resolving the technical issues users were facing.

Results

After integrating Microsoft Clarity and making necessary improvements to the KYC module, Kissht saw a 10% increase in conversion rates. The Clarity SDK’s session recordings, heatmaps, and data-masking features allowed the team to analyze user sessions securely and comply with RBI regulations, all while providing key insights into user behavior and pain points.

Key Benefits of Microsoft Clarity for Kissht

• User Journey Insights: Clarity’s session recordings provided clear visibility into the exact points where users faced issues, allowing for precise fixes.
• Enhanced Compliance: With Clarity’s data-masking feature, Kissht was able to comply with regulatory requirements while still gathering critical insights.
• Improved User Experience: By identifying technical issues and improving app functionality, Kissht enhanced the overall user experience, leading to higher conversions.

Conclusion

Kissht’s integration of Microsoft Clarity transformed how the team understood and optimized their app’s user experience. The actionable insights provided by Clarity enabled them to quickly identify and fix technical issues, improve their onboarding funnel, and increase user satisfaction. For companies looking to enhance app performance and increase user engagement, Microsoft Clarity provides a powerful, free tool that offers valuable insights into user behavior. With features like session recordings, heatmaps, and robust analytics, it enables businesses to make data-driven decisions, optimize user experiences, and improve overall performance.

Microsoft Clarity has revolutionized the way we understand our users. The screen session recordings with data masking provide invaluable insights, helping us quickly pinpoint and resolve user pain points. As a freely available tool backed by Microsoft, it’s a must-have for any team looking to enhance user experience and drive impactful improvements. 

– Abhay Pandey, Technical Lead at Kissht

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What is Zobaze?

Zobaze is on a mission to transform the way small and medium-sized businesses operate. Specializing in developing business utility apps, Zobaze offers innovative solutions for businesses that still rely on traditional or manual methods.

Zobaze simplifies tasks like writing bills, tracking stock, managing expenses, and monitoring staff attendance. The app consolidates essential functions such as sales, inventory, invoice reports, staff schedules, payroll, and store expenses into one platform. It also provides clear insights into profit margins, sales data, and income versus expenses, equipping businesses with the knowledge they need to succeed. Additionally, the app makes it easy for businesses to set up an online shop.

Serving retail stores and wholesale businesses through the Zobaze POS app, and restaurants and cafes with Restokeep, Zobaze aims to streamline daily operations for business owners. With over 2 million installs, Zobaze is committed to delivering user-focused tools that automate data collection and provide valuable insights, helping business owners make quicker, better decisions and focus on growth.

Their vision is to become the #1 utility app for businesses needs.

As the CEO of Zobaze, Karthik Sutrave has over a decade of experience in the app development industry, and has consistently delivered and scaled multiple successful apps. His expertise centers on creating user-centric solutions, optimizing performance for growth, and leading teams to develop cutting-edge products that drive business success. He is passionately committed to the Zobaze mission of empowering MSMEs by providing business owners with innovative, user-friendly tools that streamline operations and drive success.

Challenge

As a global B2B SaaS platform, Zobaze’s top priority is customer satisfaction. While technology has expanded their reach, it has also introduced challenges in understanding user behaviors across diverse regions. Despite having the tools in place, they had been noticing funnel leaks in their onboarding flow which caused missed conversion opportunities. They struggled to gain insight into how different customers in different countries across different devices were actually using the app’s platform and whether introducing language specific UI in the onboarding flow would help drive up conversion numbers and decrease funnel leaks. The team specifically wanted to increase their onboarding flow completion rates as a key metrics of customer engagement and conversion.

Back button was the most tapped element in their onboarding flow

Using Clarity

Prior to integrating Clarity, the Zobaze team relied on traditional analytics platforms, which provided limited insights into user behavior. While these tools offered valuable data, they lacked the visual clarity and depth needed to pinpoint specific user interactions and pain points effectively.

“Microsoft Clarity session recordings helped us identify leaks in our onboarding flow, through powerful filters and user segmentation, we were able to understand region-specific user behaviors, and pinpoint key touch points that revealed our users’ pain points”.

The most significant insight Clarity SDK provided was uncovering that the Zobaze app UI and appearance varied across different devices mobile/tablets and application versions across Android, leading to crashes and the invisibility of crucial CTAs in certain groups of users. In addition to the UI bugs that the team uncovered by watching Clarity’s session recordings, the team has also discovered an important insight. Through Clarity’s heatmaps, the team discovered that the most clicked element on one of the steps in their onboarding flow was the back button. This suggested that customers did not really know how to progress through the onboarding flow in a certain step where they were presented with options.  

“Both of these discoveries were a real eye-opener to us. By prioritizing and tackling this issue, we were able to introduce important hot fixes to our app and make substantial improvements”.

Seeing recordings from different devices – Tablets. 

Actions Taken

Clarity’s session recording feature proved incredibly valuable by enabling the Zobaze team to observe real-time user interactions and pinpoint areas where users experienced confusion or frustration. Tap heatmaps provided crucial insights into the most and least-clicked areas of the app, effectively guiding their optimization efforts. 

From the insights gathered from Clarity’s session recordings and tap heatmaps, they were able to introduce language specific UI, and made improvements to their in-app communication guide to help their users along the desired paths within their flows to decrease funnel leaks.  

Results

After implementing optimizations based on Clarity insights & views from their session recordings and heatmaps, they saw an improvement in their onboarding flow. By applying what they learned from Clarity, they were able to significantly enhance customer satisfaction on a larger scale and increase completion rate of their onboarding flow by 27%. 

Learnings

Their primary ICP consisted of retailers and older adults with limited tech exposure. They designed a product that was easy to use for those with minimal technological understanding, but they lacked validation for their hypotheses, especially on a global scale. Clarity’s ability to deliver granular, real-time insights and the ability to segment users demographically allowed them to dig deeper on how users in different countries, on different devices, were using their app. It provided them with invaluable understanding of and behavior patterns , enabling them to make data-driven decisions and deliver outstanding results for their clients. 

Integrating Microsoft Clarity SDK into our platform has been transformative. It provided us with real-time, granular insights into user behavior across different regions, helping us identify and resolve key UI and language issues. Clarity’s session recordings and heatmaps allowed us to see our product through the eyes of our users, guiding crucial optimizations and validating our hypotheses. This tool has been invaluable in refining our approach, ultimately leading to better user experiences and greater success for our business. 

– Karthik Sutrave, CEO of Zobaze

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What is Felix & Norton?

Félix & Norton located in the heart of Montreal, Canada whips up some of the most mouth-watering gourmet cookies that spread joy far and wide. Their main goal is to make the online cookie shopping and gift giving experience as awesome as biting into one of their delicious cookies all while continuing to expand their digital footprint. They want every click on their site to feel like a step into cookie heaven.

Challenge

Behind the scenes, COO of Felix and Norton, Simon Paquin noticed a big drop-off at their checkout page which was impacting their sales volume at a very high level. Their site was optimized to the best of their ability and the checkout process seemed straightforward, but there was something that was making their potential cookie lovers bail before buying. This mystery was messing with their conversion rates and their overall company goals.

Using Clarity

Before the Felix & Norton team started using Microsoft Clarity, they were juggling Google Analytics alongside a number of customer feedback tools to try and understand what was going on with their website. The tools they were using were helpful but still didn’t allow them to diagnose their problems. They needed to figure out why their customers were bouncing off of their checkout pages, collections pages and some of their landing pages.

There were many assumptions made but never with any certainty. Enter Microsoft Clarity’s screen recordings. The tool was a total game-changer for them. Utilizing the heatmaps and session recordings features, it was like they suddenly had x-ray vision. They could literally see where customers were clicking, where they stalled, and where they got stuck. After some analyzing, it was determined that some poor design choices on the checkout page was making the process “a cookie jar that was just too hard to open”.

Actions & Results

With the insights gathered from Clarity, the team wasted no time. They simplified the checkout process by cutting out a needless step and made their instructions as clear as possible. They sped up the load times and made navigating their site a breeze.

The results? Checkout abandonment during peak gifting season went down by 25% and their conversion rate jumped up 38%. Their customers were happier, and they saw fewer issues about how to navigate the checkout process.

Learnings

Their biggest lesson learned from using Microsoft Clarity was that being able to see their site through their customers’ eyes was priceless. Clarity’s heatmaps and session recordings features are able to spot issues that other analytics tools might miss. The team believes that you should always be ready to tweak and test your site with real user data and to never underestimate the power of a few small changes because they can make a big difference!

Clarity’s real-time data and all those detailed analytics are a game changer! They’ve really sped up how fast we spot and fix anything that messes with our customer’s shopping experience. Seriously, any E-Comm biz needs this tool.”

–Simon Paquin, COO of Felix & Norton

Love using Clarity? Share your story with us!