Customer Journey Discovery

Gain insight into the blind spots in your customer journey with our customer journey analysis (process mining). We map out the customer journey and identify opportunities for optimization to improve the experience on your website or app.

You make decisions based on assumptions rather than actual user behavior

Your analytics tool collects a lot of data, but is this data being fully utilized? Funnels provide insight into predefined paths, but do not show what users really do. You only look at a limited number of steps, while visitors often take routes you haven't thought of in advance.

Customer journey analysis (process mining) gives you the full picture. Instead of making assumptions about how visitors move through your website, you look at how they actually navigate it.

You see:

Full insight into the customer journey: see how visitors really navigate and where there are opportunities for improvement.
Hidden optimization opportunities: discover alternative paths and new opportunities to enhance the user experience.
More efficient journeys: identify bottlenecks and make processes smoother so visitors reach their goals faster.

By understanding these patterns, you can optimize the user experience in a more targeted way.

Why Customer Journey Analysis?

Discover hidden opportunities for optimization

Customer Journey Discovery shows where visitors get stuck, drop off, or take unnecessary steps.

Confirm or refute assumptions

Find out if visitors actually behave the way you think they do

Optimize the entire customer journey

Look beyond individual pages and analyze complete journeys.

What we do

We map out where the biggest optimization opportunities lie. We give you data-driven insights that help you make the right decisions.

Understanding the entire customer journey
We analyze how visitors really move through your website and where they get stuck.
Follow the flow without prior assumptions
Unlike with funnels, we do not look at fixed routes, but rather follow the user's actual behavior.
Concrete points of improvement for your website
We translate the insights into targeted optimizations to improve the user experience. We can validate these insights through A/B testing and behavioral research.

This approach not only gives you insight, but also actionable recommendations to get started right away.

Our approach: from data to action

Align research questions

What do you want to know? Together we determine if process mining is the right method and whether the necessary data is available.

Data collection and preparation

We retrieve data from BigQuery or another database and structure it for analysis. By properly grouping and cleaning up the data, we provide clear and actionable insight into the customer journey.

Data analysis

With process mining software we map all possible customer journeys. We filter and zoom in on specific paths to find answers to your questions. Our analysts and psychologists interpret the results and draw conclusions. Where necessary, we repeat the analysis to gain new insights.

Share results and determine follow-up actions

We translate the insights into a clear report and discuss the main conclusions. Then we help you turn these insights into concrete improvements and share them more widely in the organization.

This way of working ensures that you not only gain insight, but can take immediate steps to optimize the customer journey.

Want more information?

Let's meet and see how our experts can help your organization move forward.

Where can you find us?

Nobel Street 2A
3512EN Utrecht
030 20 21 706
info@onlinedialogue.com