Process Journeys

Process journeys are useful when identifying the touchpoints that need attention to improve the flow. A process journey consists of below components:

• Node: A point that the data indicates a customer (or user) interaction with a business.
• Connection: A path that connects two nodes.
• Records (a.k.a. Events): An action of going through a node. Typically this refers to a row item in the data set that is uploaded to draw the process journey.
• Session: A set of records (a.k.a. events).
• Path: A particular way of navigating through the nodes.

Navigate through Visualize >> Process Journey Map to draw the process journeys.

In order to draw a process journey, a data file (in Excel) should be generated. The Excel file should be in below format. The highlighted columns are mandatory fields when drawing the process journey map.

• sessionID: A unique field to identify a set of records aka events. Above Excel consists of two such records (events).
• userID: A unique field to identify the customers (or users). Above file represents data of two customers.
• touchpointID: This is a node. A point that the data indicates a customer (or user) interaction with the business. Above data file consists of 15 different nodes (A, B, C, …, P)
• timestamp: The time when the customer (or the user) interacted with the node (touchpoint). This should be given in epoch time format.
• timestamp_text: The time when the customer (or the user) interacted with the node in human readable format.
• Columns F through M are optional which can be added to identify the customers (or users). Further analyses can be done when these data fields are added.

Click on Upload to upload the Excel file to draw the process journey map.

Enter a name (1) to identify the process journey. Choose the Excel file (2) and upload (3).

Once the data file is uploaded, the journey will be drawn automatically as below.

1. Customer ID: To search the journey path of a particular customer (or a user), enter the unique key of a user here.
2. Session ID: To search the journey path of a particular session, enter the session ID here.
3. Show: Enter either of the above fields(if both fields are entered, they should match. Otherwise now data will be shown) and click on Show to search for the path.
4. Clear: To clear the above applied filters, click on Clear.
5. If the journey paths are not shown properly, it can be adjusted using the slider.
6. To download the map, click on this icon and select the format is should be downloaded i.e. png, jpeg, pdf, svg,

Insight recommendations are given based on the journey map.

1. Journey path: A complete navigation through a particular set of nodes. This sample journey consists of 5 different journey paths. The journey path can be seen when hovered over the journey path number.
2. No. of sessions in the journey: A journey can be consists of single or multiple sessions.
3. Percentage of sessions against total uploaded sessions: This shows the percentage against the total number of sessions in the uploaded data file.
4. Percentage of sessions against total filtered uploaded sessions: If a filter is applied, the percentage of sessions are shown against the number of sessions in the filtered journey.
5. Action: An action can be taken either to include or exclude a particular journey path from the process journey.

The journey map visualizes the below when the journey path 1 is included.