Journey Insights

Journey Insights is a new feature available in the Journey Discovery Analytics dashboard that provides a proactive, data-driven summary of how your journeys are performing. These insights are surfaced through a set of visual Insight Cards, enabling quick detection of trends, anomalies, and areas needing optimization, without the need for deep manual analysis.

Help users quickly identify friction points, behavioral patterns, and optimization opportunities across journeys and steps using data from the last 30 days.

Journey Insights consist of five predefined Insight Cards displayed at the top of the Journey Discovery Analytics dashboard. Each card highlights critical performance indicators and suggests possible next actions. This makes it easier for users to make informed decisions based on recent data patterns.

The Journey Insights feature operates within a fixed time window of the past 30 days, ensuring consistency in the data presented across all users. It provides visibility into both journey-level and step-level insights, helping users identify issues at varying levels of granularity.

The Insight Cards are not affected by global filters applied in the dashboard, with the only exception being the environment toggle (Production or Pre-Production).

Journey Insight Cards

Journey Insights include five predefined cards that surface the most impactful journey or step-level patterns from the past 30 days. This section gives a short overview of each card. Refer to the detailed card below for descriptions of its purpose, how the data is displayed, and examples.

• Avg. Time on Step Change

  Detects steps where the average time spent has changed significantly compared to a 6-month baseline. Displays the step name, time spent in the last 30 days, historical average over 6 months, and the percentage change.

• Avg. Time on Step

  Highlights the steps where users spend the most time on average. Shows the step name, average duration in days/hours/minutes, and the number of profiles that reached it.

• Step Stall Rate

  Identifies steps where users frequently pause or stall without progressing. Lists the step name, stall percentage, and the number of profiles in which this was the last step tracked.

• Step Repeat Rate

  Shows steps that users repeat most often, suggesting retries or looping behavior. Includes the step name, repeat percentage, and number of profiles repeating the step.

• Journey Completion Rate

  List journeys with the lowest completion percentages. Displays the journey name, completion rate percentage, and number of profiles that completed the journey.

• Journey Insights Outliers

  Journey Insights Outliers let users include all journey steps for a complete view or exclude low‑volume steps to focus on statistically meaningful, high‑impact behavior.

Understanding Top vs Lowest Views

Each Journey Insight card is designed to help quickly identify the most impactful trends across your journeys or steps. To support this, each card offers views such as:

• Top: A focused view showing the single most critical item.

• Top 5: A detailed view listing the five items with the highest values for the selected metric.

• Lowest: A focused view showing the single lowest-performing item.

  • If the “Pricing Plan Sign-Up” journey has a completion rate of just 8%, it will appear in the focused view as the lowest-performing journey.

• Lowest 5: A detailed view listing the five items with the lowest values for the metric.

  • If there are four more journeys with completion rates under 10%, 14%, 18%, and 20%, those will also appear in the Lowest 5 view, listed from lowest to highest.

Which type of view is displayed depends on which view user selects. The user can switch between views using the available CTA buttons to focus on high outliers (Top) or underperformance (Lowest).

Journey Insights Empty States

Journey Insights are designed around a fixed, rolling 30-day window. You may see empty states in two distinct situations, each with a different meaning.

30-Day Insight Threshold (overall)

When there is not yet a full 30 days of data to analyze. The insight cards present an alternative UI that explains that Insufficient data is available for analysis because the minimum timeframe (30 days) has not yet elapsed. Once the 30-day window completes, cards begin to populate automatically.

30-Day Insight Threshold (Card-wise)

Even after the overall dashboard is active, individual cards may still show Insufficient data when their specific metric does not have enough events to compute reliably. This is assessed per card, not globally. Typical messages include:

• Generic: Insufficient data.

• Timeframe-specific: Insufficient data. Available data does not meet the minimum timeframe required.

• Step Repeat Rate: Insufficient data. No repeated steps tracked.

• Journey Completion Rate: Insufficient data. No Journey Start steps tracked.

Top 5 - Unavailable State

If there is only one matching result, the Top 5 or Lowest 5 view is disabled, and the tooltip explains why:

• Top 5 view is unavailable - Because only 1 result was found. At least 2 are needed to display the list.

• Lowest 5 view is unavailable - Because only 1 result was found. At least 2 are needed to display the list.

How to Use These Views Effectively

• Focused View (Top or lowest): Start with Focused to catch the clearest outlier fast.

• Detailed View (Top 5 or Lowest 5): Use Detailed to validate whether it is a one-off or part of a broader pattern across journeys/journey steps.

• Contextual View: Move to Contextual to decide what to do next, armed with volume, profile, and interaction context, so you prioritize issues with the biggest customer impact.

Key Benefits

• Reduces analysis time by surfacing actionable insights upfront.

• Empowers all users, including non-technical users, to investigate and improve journeys.

• Prioritizes optimization efforts with clear, data-backed indicators.

• Enhances platform usability by minimizing dependency on custom reports or external tools.