Workflow journeys

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Workflow journeys help you 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.


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.


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).


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.

Journey steps are limited to 20. If it takes a visitor more than 20 steps to navigate from the starting event to the ending event, then the journey qualifies as incomplete. While the visitor is still considered to have completed the workflow, the journey itself isn't completed and thus doesn't populate here.

Tip: If you suspect that completed journeys aren't displaying, select events to reduce the number of Pages and Features tracked in the journey.

Select events

Journeys can span multiple apps, even apps that aren't specified in your workflow query. By default, all tagged Pages and Features in the apps selected for your starting and ending events are included in journeys. However, note that selecting lots of apps can impact the load time for your journey visualizations.

If needed, you can refine which events appear in your journeys. Selecting specific events can help you gain insights into the various steps visitors take to complete a workflow.

If you expect users to interact with many different events along their workflow journeys, we recommend selecting by app instead of individual events. To update which events appear in your journey steps, choose Select Pages and Features in the top-right corner of the page.


In the first dropdown menu, you can choose to Select apps to automatically include all tagged Pages and Features within each selected app, or Select events to choose up to 500 individual Pages and Features across all apps. Make your selections using the checkboxes, then select Save in the bottom-right corner of the panel to regenerate your journeys based on your selection.

Tip: If you choose to select specific events for your journey, newly tagged Pages and Features aren't selected by default. If you've tagged a new Page or Feature and want to see these events in journeys, ensure that you've selected the new tag or that you're using Select apps to automatically include all new tags in the journey step selection.

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.


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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