Understand the User Journey chart
- 04 Mar 2025
- 3 Minutes To Read
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Understand the User Journey chart
- Updated On 04 Mar 2025
- 3 Minutes To Read
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A User Journey appears as a Sankey chart, which visualizes the path that an end user takes in an application.
A Sankey chart visually depicts the flow from one set of values to another. For example, it maps the paths that end users take from one User Action to another.
In addition to viewing the different paths that end users traverse in the application from the starting or ending page set for a specific period, click the node or path to view the following data:
Metric | Definition |
|---|---|
| Total Session | This metric reflects the overall number of user sessions that occur within the application. A single session encompasses multiple user interactions, such as visiting several pages or completing multiple steps within the same journey path. A session usually starts when a user accesses the site and ends when the user leaves or is inactive for more than 30 minutes. After 30 minutes of inactivity, a user is considered to have dropped off. This metric captures the total number of distinct user sessions, regardless of the number of interactions that occur within each session. |
| Event Percentage | This metric indicates the percentage of sessions that follow a specific path or sequence of events starting from the initial point. It signifies the proportion of sessions that progress through the User Journey and reach a particular event or milestone. For example, if 50% of the sessions start on the landing page and eventually reach the final page, the Event Percentage for the final page event would be 50%. This metric enables understanding of the most common paths taken by end users and where the majority of end users navigate. Note: A single user can have multiple sessions. |
| Min time (in s) | This metric refers to the shortest amount of time that a session takes to complete, measured in seconds. |
| Max time (in s) | This metric refers to the longest amount of time that a session takes to complete, measured in seconds. |
| Average time (in s) | This metric represents the average amount of time that all users spend across all sessions on the application during a User Journey, measured in seconds. It averages all the sessions that constitute the session count between steps. This enables insights into overall user engagement. |
Example
The following example illustrates the various paths that end users take to complete the Log a Call process in Salesforce. The starting point (User Action) is Log a Call - Tab. Analyze whether end users complete all the steps required to document communication.
The Log a call process consists of the following steps:
- Click Log a call.
- Enter the Subject of the call. (Mandatory)
- Enter your comments.
- Select a Name.
- Select the account the call is related to.
- Click Save.
The User Journey displays the following information:
- The majority of users go to the Project Type screen without finishing the Log a Call process.
- Few users enter the Subject of the call and then click Save, without filling in any other details.
- No user follows the ideal path to complete the Log a Call process.
Note:
Drop-off Path:
The drop-off path displays the number of users who exit the application or abandon a process during a specific stage of the User Journey. Users inactive for more than 30 minutes are considered to have dropped off.
Others Path:
The Others path displays the grouping of sessions that do not fall into the top 10 or top 4 most frequent paths, depending on the scenario. For example, if the number of sessions in the top 10 most frequent paths is large enough to provide a clear distinction, these top 10 paths appear. The remaining paths group as Others. If the range is too small to provide a clear distinction in the number of sessions for each path, only the top 4 paths appear, and the remaining group as Others.
This grouping enables simpler visualization of User Journeys while acknowledging the existence of less common or unique paths.
Info:
- Export a list of users who navigate from one page to the next and the time taken in each step. For more information, see Export User Journey data.
- Filter your User Journey using the default and custom date filters.
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