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Use an Experience report to turn one recorded customer attempt into a concrete next decision. Start with the outcome and coverage, inspect the evidence, then choose which findings to share or bring into your journey.

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Start with what the session reached

Open the run from Experience or follow the report email. Read the result against the Goal and success criteria you set before the run. Check where the agent started, what it reached, and where it stopped. If the result says Reached by agent · independent check unavailable, review the recording to confirm the outcome; an independent check did not establish completion. Each report describes one synthetic session. A completed goal does not establish that every part of the product works well, and a blocked run does not establish how often real customers hit the same problem.

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Read the score with coverage

The Experience score runs from 0 to 100 and considers eight dimensions:
  • Goal completion
  • Navigation and findability
  • Content and instructions
  • Effort and flow
  • Feedback and system status
  • Errors and recovery
  • Visual usability
  • Trust and expectations
Open a dimension to read its assessment and supporting evidence. Untested dimensions remain Not assessed and are excluded from the overall score. Rubric coverage shows how much of the weighted scorecard was assessed. It is not the percentage of your website tested. Read it beside the score: a high score with narrow coverage tells you less than the same score across a more fully exercised flow. For example, if the agent creates a project without encountering an error, the session may give you useful evidence about navigation and task completion while leaving error recovery unassessed.

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Inspect a finding’s evidence

  1. Read what happened and why it matters for the tested customer.
  2. Separate the observed behavior from the explanation or proposed fix. A screenshot can show an unclear error message; its effect on all customers still needs investigation.
  3. Open the finding’s evidence and use Watch moment to inspect the relevant part of the recording.
  4. Use the recording timeline to move between chapters, findings, and checkpoints. Older evidence may have approximate timestamps.
Treat a finding as a useful lead when the evidence supports it and the customer context matches the journey you are improving. Check real customer feedback or product data before generalizing it.

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Download or share the useful part

Use Download on the report to export as PDF, as MD (Markdown), or download the Video recording when available. To hand off a finding, use Send to team, choose a connected Slack or Discord integration and channel, review the assignment, and send it. Your workspace needs an active connection that can access that destination. See Slack and Discord for setup. Keep the customer Goal and supporting moment with the handoff. “Make the mobile form easier” leaves the team guessing. “The first-time admin could not find the project submit button; review this recorded moment” gives them something to investigate.

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Recording retention

Recordings are retained for at least 14 days from verified upload. After that, Custory asks the run creator to keep or delete the video through system notifications. If that person has left the workspace, the owner receives the prompt. Only the run creator or a workspace owner can decide. There is no automatic deletion while a decision is pending. Choosing Keep retains the video until it is explicitly deleted; deleted recordings cannot be recovered.

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Bring findings into a journey

The destination you chose during setup determines what happens next.

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If you selected a new journey

Custory drafts a journey from the session, including customer moments, insights, opportunities, and metrics. The run stays attached so you can trace the draft back to its evidence. Open the journey and review it before relying on it. Keep what the session supports, correct the structure where needed, and add real customer evidence as you learn more. A draft from one synthetic session is a starting map.

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If you selected an existing journey

Proposed additions appear under Journey updates and wait for review. Owners and editors can accept or reject them individually, or use Accept all updates after reviewing the set. The existing journey does not change until someone accepts an update. Rejecting a proposal leaves its content unchanged. Viewers can inspect reports but cannot apply updates.

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Example: decide what to change

Your first-project Experience reaches the saved project on desktop. On mobile, the agent struggles to find the submit button. Review the mobile recording and coverage first. If the finding is supported, share it with the team and accept the relevant proposed insight or opportunity into your onboarding journey. Keep any suggested fix as something to evaluate. Use linked external tasks when the team is ready to hand off delivery work. When you test again, reuse the customer Goal and check that the starting account and device still match the question you are investigating. Desktop and mobile reports remain separate; there is no combined device score.

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Common mistakes

  • Reading the score alone. Check coverage, unassessed dimensions, and the actual outcome.
  • Treating a synthetic finding as a customer research conclusion. Use it to guide investigation and connect it to real evidence.
  • Accepting all updates without checking fit. Review whether each proposal belongs in that journey and is supported by the session.
  • Assuming an export contains every artifact. Download the video separately when you need the recording alongside the report.

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What good looks like

Your team can point to a customer outcome, an observed problem, its supporting evidence, and one clear next action. Any accepted journey update remains understandable to someone who did not watch the whole session.

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Next step

Review one finding with your team, then use Items to keep the path from evidence to opportunity and delivery work clear. Run another Experience when you have a focused question to test.