What is User Journey?

• Introduction
• Use Cases

Introduction

Enterprises utilize numerous applications, with each user following a unique journey to complete tasks. With User Journeys, Whatfix enables you to analyze how an end user navigates through an application or completes a task using User Actions and events captured via the Whatfix API.

Use User Journey to track the paths users take within an application, assess whether they follow the correct path to complete tasks, and examine interactions with any Whatfix content or widget displayed on the page.

Since the User Journey is tracked using User Actions, whenever end users complete a User Action such as clicking or hovering on an element or visiting an application page, a path is considered completed.

User Journey enables you to understand the end-user behavior on an application and visualize their actions as a Sankey chart.

User Journey enables you to track the following actions in an application:

• Different paths taken by an end user
• Most commonly taken paths
• High and low engagement points
• Whatfix events performed by an end user on an application page

Gaining insights into the journey undertaken by an end user enables you to target Whatfix content to specific pages or sections of an application and improve the end-user experience.

Use Cases

Understand drop-off rates

When a new user is onboarded to an application, instances may arise where they drop off or exhibit low engagement. With User Journeys, analyze the 'uh-oh' moments that lead to drop-offs and the 'aha' moments when an end user completes a task using the shortest and most ideal path within the application.

Track points within the application where end users drop off the most using User Journey and create Whatfix content to eliminate friction in the application.

Improve process optimization

With multiple features in an application, end users take different paths to complete tasks. These paths may not be the most efficient or ideal for the end user. User Journeys enable you to track every path your end user takes within an application and identify which users are taking the right path.

After analyzing the User Journey visuals, create relevant Whatfix content that nudges or guides end users to take the ideal path and complete tasks efficiently.

Understand friction in the user experience

Friction in the user experience of an application can lead to higher drop-off rates and low engagement. To identify pain points within an application, use User Journeys. Once the friction is understood, redesign the experience to increase adoption and enhance the user experience.
Create User Actions from the Home page or any other starting point of the application, and track the paths used by end users within the application using User Journey. After identifying points of low engagement, modify the application appropriately using the analytics data.