720478UserReplay SaaS prototypeClosedGRD Development of PrototypeInnovate UKWebsites are never perfect. They are complex systems and are prone to technical errors. They are used by human beings, who do not always behave in expected ways. When human meets software, there will always be a certain amount of trouble. Up to 25% of users struggle when they attempt to make purchases online, and as a result many become frustrated with a website and leave without purchasing. Such struggle is believed to cost the UK economy over £1bn due to abandoned online transactions (source: Experian). Companies are increasingly trying to understand the struggles faced by the customer - once they are in the checkout process, what would deter them from completing the purchase? Digital Customer Experience Management (Digital CEM) solutions have been developed to address this huge business problem. Digital CEM is based on recording user journeys, storing them for analysis, and enabling journeys of interest to be visually replayed alongside technical diagnostics. The resulting insight allows the online retailer to make changes to their website leading to higher sales for example by a decrease in the number of abandoned transactions. UserReplay Limited was founded in 2009, and specialises in "session replay technology" designed to allow web developers to record, re-run and analyse a visitor's journey through a website. For eCommerce companies this service is intended to measure and optimise the digital experience. We are able to find and fix site bugs, resolve disputes, recover abandoned baskets and prevent fraudulent transactions online. This TSB project seeks to develop a prototype solution which melds the best analytical functionality of our existing on-premise solution with the flexibility and speedy deployment of a SaaS (Software as a Service) solution. In doing so, substantial R&D will be necessary to resolve technical uncertainties. The resultant system will provide a step change in capability which will mark it out from existing alternatives.