Workflow journeys allow you to make data-driven process decisions, such as when and where to introduce guides, or whether to redesign the process itself. Journeys focus exclusively on employees who've completed a workflow from start to end.
To view workflow journeys, open an existing workflow from the Workflows list and then open the Journeys tab. This shows you:
- The series of unique, sequential steps employees 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.
As in the Home tab of a workflow, you can use the filters at the top to specify groups of people and periods of time for Journeys.
In the Journeys tab, you can additionally choose to see only journeys that include a specific step (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 the Journeys for Completed Workflows diagram and selecting the star icon.
Journeys for Completed Workflows
Journeys are cross-app and can include apps that aren't in your workflow definition. You can add up to five apps to journeys. This affects the load time for you workflow analytics.
The Top Journeys view shows you:
- Most common. The most common path taken to complete a process.
- Fewest steps. The path with the fewest steps between the start and end of the process.
- Quickest. The path 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).
Select Pages and Features
You can be selective about what steps (Pages and Features) are included in your Journeys visualizations. This can help you understand things like:
- What percentage of employees take a particular step, such as reading guidelines before completing a task.
- What percentage of employees take suboptimal or erroneous steps.
- What percentage of employees get stuck on particular steps.
- Where and when employees 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 in 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.
Note: Only previously tagged Pages and Features can be used 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 with the Visual Design Studio.
Journey insights highlight workflow inefficiencies in the Most Common completed workflow journey 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 at the top of the Journeys page. 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 are as follows:
- 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 (Page tag or Feature tag) 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.