Journey Metrics Overlay
Connect experience to measurable signals.
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Overlay metrics on a customer journey. Journey stages: [JOURNEY_STAGES]. Available data (analytics, support, surveys): [AVAILABLE_DATA]. Business goals: [BUSINESS_GOALS]. Step 1: for each stage, state the customer goal and choose five measures: experience (task success, time, effort rating), behavior (conversion, drop-off, repeat use), operations (tickets, wait time), business (revenue, cost), plus one leading indicator. Step 2: define each metric with its formula, data source, and owner, and set targets as placeholders. Step 3: using my data, calculate stage conversion = users completing / users entering for every stage, show the arithmetic for two, and name the weakest stage. Output format: 1. A table: Stage | Goal | Experience metric | Behavior metric | Operations metric | Business metric | Owner. 2. The weakest stage filled in with real numbers from my data. 3. One experiment per stage with the metric that would show improvement, and a note on attributing change fairly (control group or before-and-after with seasonality noted). 4. A plan to close data gaps (instrumentation, survey questions). 5. A dashboard sketch in text. Warn about metrics that look good while the experience is poor, such as a fast but wrong answer.
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