I'm trying to solve a problem that seems to exist in many companies. A team member makes a costly error while using an internal tool (like your CRM, claims software, etc.).

You know the outcome—money was lost, a customer is angry—but you have no way to see exactly what they did. You can't "replay the tape" to understand the sequence of clicks and decisions that led to the mistake.

This makes it incredibly difficult to do a real post-mortem, train people effectively, or fix broken processes.

So, how do you handle this now?

When a user error happens, what's your process for finding out what went wrong?

Do you have any tools that give you visibility into these user workflows?

Have you ever wished you could just watch a recording of what a user did to cause an issue?

I'd be fascinated to hear your stories or frustrations with this.