Journey

Features

GermainUX tracks user journeys and workflow journeys across multiple channels and applications in near real-time, capturing user interactions, workflow behaviors, application performance, and errors. This comprehensive visibility helps organizations fully understand how customers, employees, and business processes interact with applications and services, while quickly identifying areas that require improvement.

In addition, GermainUX enhances engagement by optimizing chatbot interactions, collecting user feedback, and providing actionable insights throughout the journey lifecycle.

Examples of Real-Time Journey Monitoring & Insights

• KYC journey insights for a financial bank.

• Checkout and cart abandonment journey insights for a French jewelry retailer, a South Korean footwear retailer, and a U.S.-based hardware retailer

• Employee workflow and experience monitoring for sales and support teams at a U.S.-based healthcare organization

Behavior Analysis

GermainUX provides detailed behavior analysis across different stages of user journeys and workflows. By examining user actions, workflow patterns, and operational behaviors, organizations can better understand how people and processes interact with applications and identify issues impacting customer experience, employee productivity, adoption, or conversion.

More details on Behavior Analysis.

Flow Analysis

GermainUX includes tools to analyze user flows, workflow execution paths, and event sequences, helping organizations understand where users or processes drop off, slow down, fail, or encounter friction - and why.

This analysis helps optimize workflows, improve operational efficiency, increase adoption, and improve conversion rates.

More details about this capability using Story Beat and Focused Flow.

Feedback & Replay

GermainUX enables users to provide feedback through Feedback Popups or integrations with third-party chatbot technologies. Feedback is analyzed in the context of the associated user journey or workflow, providing valuable insights into user satisfaction and operational challenges.

More details about Feedback Popup.

Feeding Chatbots with Actionable Insights

GermainUX can provide contextual insights to chatbots to improve user guidance and workflow assistance.

For example:

• If a product is out of stock, the chatbot can recommend alternative products

• If a search on an eCommerce website returns no results, GermainUX can inform the chatbot so it can suggest better search terms or relevant alternatives

• If a user or employee is blocked in a workflow, GermainUX can provide contextual information to help guide them to the next step

More details on Chatbot integration.

Friction Impact Analysis

To better understand friction points affecting user journeys and workflows, organizations can filter views or access detailed analysis of frictions occurring at each stage of the journey or process.

Examples of frictions automatically detected by GermainUX include:

• Sold-out Products
  GermainUX detects when customers attempt to purchase products that are out of stock. The platform reports these events on dashboards and can automatically notify teams via email or alerts.

Here’s how to configure a portlet to report sold-out products:
- Portlet KPI: “Notify As Not In Stock”
- Portlet Filter: Name == "Not In Stock Notification"

• Clients waiting for Sales, Service or Chatbot to be available
  GermainUX detects when customers attempt to engage with sales, support, or chatbot services while no agents are available.

Here’s how to configure a portlet to report when your sales or service team or chatbot are unavailable when a client is needing some help:

• Portlet KPI: “Chat Event”

• Portlet Filter: "Agent Is Available == "false" && Name == "Chat Created"“

Session Replay & Monitoring

The platform records user sessions and workflow interactions with millisecond precision, enabling organizations to replay and analyze journeys, workflows, and user interactions in detail.

This capability helps identify friction points, diagnose operational or technical issues, and better understand both customer and employee behaviors.

More details about Session Replay & Monitoring.

User & Process Time Mining

GermainUX tracks the time customers, employees, or automated processes spend across workflows and operational journeys, helping organizations identify inefficiencies, bottlenecks, delays, and optimization opportunities.

More details on Workflow Monitoring.

By leveraging these capabilities, GermainUX empowers organizations to gain a deeper understanding of customer journeys, employee experiences, and operational workflows, helping teams identify and resolve friction faster while improving satisfaction, productivity, adoption, conversion, and operational efficiency.

Service: Analytics

Feature Availability: 2021.3 or later