Customer Journeys

Use the Customer Journeys app to visualize and optimize everything that happens before, during, and after the experience of a product, service, or employment.

Customers interact with a company or product at different points in time. If the end-to-end process is inconsistent, those interactions can cause negative consequences. A customer journey follows a person's experience from beginning to end, giving you visibility into customer perception and possible pain points at each step.

In the Customer Journeys app, customer journey steps are represented with flow diagram artifacts, allowing for more flexibility and more descriptive customer journeys. Metrics and data are collected at the aggregate level. You can organize the data and create alerts for Key Performance Indicators (KPIs) to monitor improvements.

Example
In this customer journey example, a potential patient is looking for a doctor. "Have a referral?" functions as the decision node that branches off into different customer journey flows. If they have a referral, they can proceed directly to scheduling an appointment. If they don't, they need to search for a doctor on Google or go through their insurance provider to find one who's covered before they schedule an appointment. During crucial customer journey steps (calling to schedule an appointment, going through an insurance provider, arriving at the facility), there are KPIs to monitor whether patients are successful at accomplishing the step and whether they are satisfied with the interaction.

Example

In this customer journey example, a potential patient is looking for a doctor. "Have a referral?" functions as the decision node that branches off into different customer journey flows. If they have a referral, they can proceed directly to scheduling an appointment. If they don't, they need to search for a doctor on Google or go through their insurance provider to find one who's covered before they schedule an appointment.

During crucial customer journey steps (calling to schedule an appointment, going through an insurance provider, arriving at the facility), there are KPIs to monitor whether patients are successful at accomplishing the step and whether they are satisfied with the interaction.