Building a Customer Journey Map in BI tool with the access to all DWH data
Building CJM is part of a product manager's job. Often this task is reduced to drawing a diagram in Miro and then hand-pulling the necessary figures out of product analytics.
We went through the same process and were looking for alternatives for a long time. In the end, it turned out that Grafana, which we use as our primary BI tool, already has everything we need.
I will explain step by step how you can build a CJM in Grafana:
- draw a schema of any level of complexity (with branching/transitions between any blocks, not something the product analytics system will draw automatically);
- connect product event data (with daily updates);
- use all other data from DWH as well (segmentation by customers, regions, and any other parameters);
- use pictures for illustration purposes;
- show the dynamics of the parameter over time (e.g. conversions between two phases);
- highlight problem areas (e.g. when conversions have dropped compared to the previous period).