The Step Stall Rate card identifies journey steps where the highest percentage of users pause or stall without progressing further. High stall rates often indicate uncertainty, hesitation, or a roadblock that prevents users from completing the next action. This card is valuable for:
Detecting friction points in the journey
Highlighting steps where users are likely confused or distracted
Prioritizing areas for UX improvement, better instructions, or faster responses
The card supports three views: Focused, Detailed, and Contextual.
Focused View
The Focused View displays the single step with the highest stall rate in the last 30 days. It displays:
Step Name - Name of the step with the highest stall rate
Profiles - Number of unique users who stalled on this step, followed by the total number of unique users who reached it (stalled / total)
Percentage - Stall rate as a percentage of total users for that step.
For Example: Best Journey Ever End - 2/2 profiles - 100.00%
This means that all users who reached this step (2 out of 2) stalled at it, indicating a complete roadblock.
Detailed view
The Detailed View expands the insight into a ranked list so you can compare multiple steps by stall rate. It displays:
Step Name - Name of the journey step (number in brackets indicates how many steps are being shown in the view)
Profiles - Number of stalled profiles compared to total profiles that reached that step (stalled / total)
Percentage - Stall rate percentage for that step
Step Order
Steps are displayed in ascending order from bottom to top, starting with the lowest stall rate at the top and the highest stall rate at the bottom.
This ordering puts the most severe issue at the bottom, helping you easily spot where intervention is most urgent.
Step Name | Profiles | Percentage |
|---|---|---|
Best Journey Ever End | 2/2 | 100.00% |
Drop | 1/1 | 100.00% |
First Buy - New User End | 2/3 | 66.67% |
Contextual View
The Contextual View provides a plain-language summary of the highest stall rate to make the insight easily digestible for all audiences. It displays a narrative message that dynamically updates the step name and stall percentage based on the
For Example: When customers pause too long on a step, it can be a sign of uncertainty or hesitation. The highest stall rate is on Best Journey Ever End, with 100.00% of users stalling there. We calculate this as the percentage of unique users who haven’t moved past a step at the time of measurement, out of all who reached it.
In the UI, Best Journey Ever End and 100.00% are dynamic fields that change depending on the data.
Key Points to Remember
The card measures active stalling users who are still on the step at the time of measurement, not just those who stayed a long time before moving on.
High stall rates (especially above 50%) usually indicate a critical friction point.
The Detailed View helps you see the spread of stall rates across steps.
The Contextual View helps non-analyst audiences quickly understand where the biggest hesitation points are.
Use alongside Avg. Time on Step to determine if stalls are due to time-consuming actions or actual abandonment.