- Cities & Municipalities
- Education
- Product Research & Development
Spotahome is an online platform for mid- to long-term rentals, operating in 100 cities across Europe. The company has around 180 employees and its website receives over 50,000 visitors per day. Spotahome's business model is similar to Airbnb, but it focuses on rentals. The company's primary challenge was to understand its users and website visitors better, to ensure the site was running smoothly and to identify opportunities for improvement. The company was not fully utilizing the potential of Hotjar, a behavior analytics tool, to gain insights into user behavior and improve the platform.
Spotahome, an online platform for mid- to long-term rentals, was facing a challenge in understanding their users and website visitors. The Customer Knowledge Manager, Sara Parcero-Leites, was tasked with ensuring the site was running smoothly and identifying opportunities for improvement. However, the team was not utilizing Hotjar, a behavior analytics tool, to its full potential. The tool was only being used superficially, with a few people looking at some recordings and heatmaps, but not conducting a lot of analysis. This lack of deep analysis was a missed opportunity for Spotahome to gain valuable insights about their users' behavior and improve their platform accordingly.
Sara decided to host 'Hotjar parties' to encourage the wider use of the tool within the company. These parties involved inviting everyone in product and engineering to a one-hour call where Sara would prepare and show interesting Hotjar recordings and heatmaps. Attendees would make notes on interesting insights they spotted. The idea was to show the value of Hotjar and how it could help them understand user behavior and identify issues. The parties were a success, with developers and product managers gaining firsthand insights into how users interacted with the features they built. This led to the identification and fixing of numerous bugs. Additionally, Hotjar's new features, such as the relevance score and Highlights, made it easier for Sara to find and organize valuable insights from the vast amount of data.
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.