Workflow journeys

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Workflow journeys allow you to make data-driven process decisions, such as when and where to introduce guides or whether to redesign a process altogether. Journeys focus exclusively on visitors who've completed a workflow from start to end. 

To view workflow journeys, open an existing workflow from the Workflows list, then open the Journeys tab. This shows you:

  • The series of unique, sequential steps visitors take to complete a workflow (process).
  • How many completed workflow attempts followed each route.
  • The overall time to complete the process.
  • The average time between each step.
  • Insights that highlight process inefficiencies in the most common journey.
  • Recommendations on how to minimize inefficiencies.

Must Include filter

In the Journeys tab, you can choose to see only journeys that include a specific Page or Feature. You can specify a required step by either: using the Must Include dropdown under the segment and date filters, or hovering over a step in one of the journeys and selecting the numbered icon.

Workflow_Journeys_MustInclude.png

Journeys for completed workflows

The Top journeys view shows you:

  • Most common. The most common steps taken to complete a process.
  • Fewest steps. The route with the fewest steps between the start and end of the process.
  • Quickest. The route with the shortest completion time.

Workflow_Journeys_TopJourneys.png

Note: The same journey can be simultaneously the most common, involve the fewest steps, and take the shortest amount of time. 

The All journeys view allows you to sort by frequency (most to least common), completion time (shortest to longest), and number of steps (fewest to most).

Workflow_Journeys_SortBy.png

If there are more journeys than can fit on the screen, select Next and Previous below the Top journeys and All journeys tabs to navigate between each journey.

Select events

Journeys can be cross-app and include apps that aren't in your workflow definition. You can add up to five apps to journeys. This affects the load time for your workflow analytics.

You can also be selective about what Pages and Features are included in your journey visualizations. This can help you understand things like:

  • What percentage of visitors take a particular step, such as reading guidelines before completing a task.
  • What percentage of visitors take suboptimal or erroneous steps.
  • What percentage of visitors get stuck on particular steps.
  • Where and when visitors leave the process to request help or submit a support ticket.

You can select and deselect specific steps to include in your visualizations with the Select Pages and Features option on the top-right of the page. Use the checkboxes in the slide-out panel to make changes, and then select Save in the bottom-right corner.

Workflow_Journeys_SelectPagesFeatures.png

Note: You can only use previously tagged Pages and Features in journeys. If you've tagged a new Feature or Page, ensure that you've selected the new tag in the respective journey. For tagging instructions, see Tagging and viewing Pages and Tagging and viewing Features.

Journey insights

Journey insights highlight workflow inefficiencies in the workflow journeys and offer recommendations for how to alleviate them. They uncover which steps might need intervention and provide suggestions for how to improve the user journey.

When you have journey insights to view, a purple callout box appears when viewing Top journeys. Select Show me to view these insights in an overlay that you can scroll through using the arrows at the bottom.

Workflow_Journey_Insights.png

The types of insights we offer include the following:

  • Longest step. We highlight which step in the most common journey takes visitors the longest amount of time to complete.
  • Repeated sequence. We highlight when a sequence of steps is repeated in the most common journey. A repeated sequence is a series of two or more steps that appears at least twice in the most common journey.
  • Repeated steps. We highlight when a single step is repeated two or more times in the most common journey.
  • Quickest versus most common. We make a time comparison between the quickest and most common journeys to help you understand how much time you might save with an intervention that encourages visitors to take a different route.
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