Definition of journey analysis

Journey Analysis is a method of examining and understanding the sequence of interactions and touchpoints that users experience while engaging with a product, service, or digital platform. 

It involves tracking and analyzing the entire user journey to gain insights into their behaviors, preferences, and pain points.

Explanation of journey analysis

Journey Analysis provides a holistic view of the customer experience, allowing organizations to identify opportunities for improvement, optimize user paths, and enhance overall satisfaction.

Example of journey analysis

For an e-commerce website, journey analysis might involve tracking a user's journey from the initial visit to product selection, adding items to the cart, checkout, and post-purchase interactions. 

This helps uncover the stages where users may drop off or encounter obstacles.

Strategies of journey analysis

• User segmentation: Analyze journeys for different user segments to understand diverse user experiences.
• Multi-channel mapping: Consider interactions across various channels, such as websites, mobile apps, and social media.
• Feedback integration: Combine journey analysis with user feedback to gain a comprehensive understanding of the user experience.

Related terms

• User Journey
• Customer experience
• User path analysis
• Customer journey mapping
• Touchpoints