Measuring the impact of journey map improvements

Implementing changes based on journey map insights is only the first step; measuring the impact of these improvements is crucial for validating strategies and continually refining the user experience. This process helps quantify the effectiveness of your churn prevention efforts and guides future optimizations.

Key aspects to consider when measuring journey map improvements:

• Defining KPIs: Establish clear metrics tied to specific journey stages or touchpoints
• Before-and-after analysis: Compare key metrics before and after implementing changes
• Cohort analysis: Track how different user groups respond to journey improvements
• Customer feedback: Collect qualitative data to supplement quantitative metrics

For example, after optimizing the onboarding process based on journey map insights, you might measure changes in activation rates, time-to-first-key-action, and user satisfaction scores for new cohorts.^[1]