Customer journeys are the complete, step-by-step paths that customers take from their first interaction with your brand to the final conversion or purchase. A Customer Journey typically includes at least one Touchpoint—but in most cases, several touchpoints make up the entire journey. Understanding these journeys helps you tailor strategies to engage customers more effectively at each stage, boosting overall engagement and conversions.

Below is a detailed explanation of each element in the Customer Journey View and how to work with it.

Select the timeframe for your analysis. You can either choose one of the preset periods or set a custom time frame.

Choose whether you want to view Customer Journeys that led to a purchase or see all journeys, including those that didn’t end in a conversion. When selecting all journeys, you can view drop-off rates to understand at which touchpoint customers disengaged.

With this button, you can toggle deduplication of touchpoints. When you deduplicate touchpoints, any redundant interactions from the same customer across various channels are removed for a clearer analysis.

To share your view with team members, click the “Share View” button in the top right corner. You can either copy the link directly or email it. If you want to share exactly the same view, choose “static.” If you want to allow others to adjust the time references, select “relative.”

For example:

Visualizing your Customer Journeys and identifying drop-off rates can help you understand the importance of each channel and touchpoint where potential customers might be disengaging. This view enables you to see which channels are effective and which might need improvement. By refining those touchpoints, you can track in the Data Studio to assess whether your changes positively impact customer engagement.

Remember that the length of the Customer Journey often depends on your product type: customers may take longer to decide on high-priced purchases compared to lower-priced items.