Configuring Dashboard Data for Journeys

About Configuring Dashboard Data for Journeys

The configuration of your dashboard data is the second step in the journeys  setup. You can configure your journeys dashboard by using embedded data, adding static text to fields in your dashboard settings, or by recoding your dashboard fields.

When configuring your dashboard, you must set the stage dimensions and the outcomes of your data so that they’re consistent with what you initially defined on the Journeys page. The stage dimension will represent the journey stages, and the outcome or metric will correspond with the metric type you defined in your journey. Once these fieldsets are properly configured, you will be able to visualize your customer journey in the dashboard.

Creating Survey Journeys with Embedded Data

If you choose to use embedded data to configure your dashboard data, you’ll need to make sure that you have assigned journey stage embedded data to your survey respondents if you haven’t already. Journeys currently supports two ways of setting your stages with embedded data:

1. A survey / data source that supports a single stage.
2. A survey / data source that supports all stages within a journey.

Using Separate Surveys for Each Journey Stage

In this case, you will have a survey (or surveys) that will only map to one journey stage each. This will often be used if you choose to have unique survey data that you’re analyzing separately, but you would still like to see your journey stages represented together in your journey data.

1. Navigate to an existing survey, or create a new project to capture the specific customer journey.
   Attention: This setup only works for newly recorded responses. If you would like to include previously collected responses in your journeys, see Using Static Text or Recoded Dashboard Fields in order to configure your data.
2. Click Survey flow.
3. Click Add a New Element Here.
4. Select Embedded Data.
5. Click Create New Field or Choose From Dropdown in order to edit the embedded data field.
6. Name your embedded data field.
   Qtip: This field does not explicitly have to be named “Stage” in order for journeys data to map correctly. However, we recommend that you choose a name that you will be able to easily remember and identify.
7. Set the value of the Stage field.
   Qtip: We recommend that you use the value that corresponds to the stage name you defined in the Journeys page for organizational purposes.
   Example: In this example, we’re mapping this survey to the Subscribe stage of the journey, so we have set up the subscription survey to set the value of the Stage embedded data as Subscribe.
8. Click Apply.
9. Publish your survey.

Using One Survey that Supports All Journey Stages

You can also set all of your journey stages using just one survey. With this method, you will be relying on the survey flow to create different paths within your survey, so that each respondent will be assigned to the correct stage. Creating different blocks, branch logic, and setting embedded data for each journey stage will allow you to visualize journey data using just one survey.

1. Navigate to an existing survey, or create a new project to capture the specific customer journey.
   Attention: This setup only works for newly recorded responses. If you would like to include previously collected responses in your experience journeys, see Using Static Text to Configure Your Journeys Dashboard.
2. Create a question or multiple questions that will route respondents to stage-specific questions.
3. Add blocks for each corresponding journey stage.
   Qtip: You can rename your blocks so that they are easily recognizable, for organizational purposes.
4. Once your initial survey setup is in place, navigate to the Survey flow.
5. Under the block with your initial routing question, click Add Below.
6. Select Branch.
7. Click Add a Condition.
8. Create your condition.
   Qtip: For more information on setting logic conditions, see Using Logic.
   Example: In the example below, we chose to create the condition based on whether the respondent selected “Just Browsing” in the question, “What part of the process were you a part of today?”
9. Click OK.
10. Move your first journey stage block so that it is nested under the branch logic you just created.
11. Click Add Below or Add a New Element Here under the journey stage block you just nested.
12. Select Embedded Data.
13. Click Create New Field or Choose From Dropdown in order to edit the embedded data field.
14. Name your embedded data element.
    Qtip: This field does not explicitly have to be named “Stage” in order for journeys data to map correctly. However, we recommend that you choose a name that you will be able to easily remember and identify.
15. Set the value of your embedded data field.
    Qtip: We recommend that you use the value that corresponds to the stage name you defined in the Journeys page for organization purposes.
    Example: In this example, we set the stage to Browse, since that is the name of the journey stage our BrowseBlock corresponds to.
16. Repeat this workflow for all of the stages in your journey. Your completed setup should have branches for each stage in the survey flow.
17. Click Save Flow.
18. Publish your survey.

Using Embedded Data to Configure Your Journeys Dashboard

This section will detail how to configure your dashboard for surveys that were created after you created your journey; in other words, any surveys where you will be collecting new responses for the customer journeys dashboard.

1. Create a Dashboard to visualize your journey.
2. Click Add Source and select your first journeys survey. For more information, see Mapping a Dashboard Data Source.
   Attention: When configuring your dashboard data, make sure that you have selected the embedded data field that will correspond to the journey stage and the questions you will be using as your outcome data. The question should correspond to the metric type you selected when Defining Your Journey; for example, if you used a specific NPS question to track customer experience across the journey, you must select that question when you’re configuring your dashboard source.
   Example: In this example, the embedded data field corresponding to the journey stage is called Stage, and outcome data is represented by the CSAT question, Q1 – How satisfied were you with your experience browsing with us?
3. Click Add Source to add your additional journey surveys as sources.
   Example: In this example, BrowseSurvey, SubscribeSurvey, PurchaseSurvey, and CustomerExperienceSurvey are selected as sources for the journeys dashboard.
4. Click Not Mapped to map the other data sources to your outcome questions.
5. Select Number Set as the field type of your outcome field.
   Qtip: You can rename your outcome field so that it is easily recognizable when you’re configuring your journey chart widget.
6. Now that the outcome is configured, you can configure the journey stage data. Make sure that the field type is Text Set for your stage embedded data field.
   Attention: Make sure that your embedded data field is correctly identified in all of your sources.
   Qtip: You can rename your stage field so that it is easily recognizable when you’re configuring your journey chart widget.
7. Save your dashboard settings.
8. View your dashboard. See Journey Chart Widget (CX) to create your journey widget.

Using Static Text to Configure Your Journeys Dashboard

You may also want to visualize feedback from older surveys in your journey. The following section will show you how to configure your existing surveys in order to view previous data represented in your journey.

1. Create a dashboard or open an existing dashboard to visualize your journey.
2. Click Add Source and select your first journeys survey. For more information, see Mapping a Dashboard Data Source.
   Attention: Make sure to select the question that represents your outcome data. The question should correspond to the metric type you selected when Defining Your Journey; for example, if you used a specific NPS question to track customer experience across the journey, you must select that question when you’re configuring your dashboard source.
   Example: In this example, outcome data is represented by the NPS question, Q1 – How likely are you to recommend the check-in experience with our airline? in the survey, so we will select that when configuring our dashboard.
3. Click Add Source to add your additional journey surveys as sources. In this example, the Airline Boarding, Check-In, Flight, and Post-Flight Feedback surveys are selected as sources for the journeys dashboard.
   Example: In this example, the Airline Check-In, Boarding, Flight, and Post-Flight Feedback surveys are selected as sources for the journeys dashboard.
4. Click Not Mapped to map the other data sources to your outcome questions.
5. Select Number Set as the field type of your outcome field.
   Qtip: You can rename your outcome field so that it is easily recognizable when you’re configuring your journey chart widget.
   
6. Now that the outcome is configured, you can configure the journey stage data. Add a new field by clicking Add Field. In your dashboard, this field will represent the Stage dimension in your journey chart widget.
7. Make sure that the field type is set to Text Set.
8. Name your stage field.
   Example: In this example, the field name is Stage so that it will be easy to locate when configuring the journey chart widget.
9. Click Not Mapped on your first data source.
10. Select the Add Static Text option from the dropdown.
11. In the window that appears, input the stage name.
    Qtip: We recommend that you use the value that corresponds to the stage name you defined in the Journeys page for organizational purposes.
12. Click Add.
13. Once you’ve added all your stages as Static Text, Save your Dashboard Data settings.
14. View your dashboard. See Journey Chart Widget (CX) to create your journey widget.

Using Recoded Fields to Configure Your Journeys Dashboard

You can also use Recoded Dashboard Fields (CX) to configure your journeys outcome data. First, you will need to set up your stage data either with the embedded data  or static text  workflow. Once your stage field is set up for all data sources, you can use the recode editor to configure your outcome fieldset.

After configuring your journey stages and outcomes, see Journey Chart Widget (CX) to create your journey widget.