User Journey

A User Journey describes the entire experience of users with an organization, from the first to the last interaction. It is a key instrument in the field of Customer Experience (CX), used to understand and specifically optimize user behavior across various touchpoints. A User Journey can, for example, start with a Google search ad, a social media post, or a donation letter that catches someone's attention.

Tracking technology such as Google Analytics provides powerful possibilities to monitor and optimize entire User Journeys from A - Z. Often times, the terms Customer Journey (CJ) or Donor Journeys are used in a similar context, referring ot the journey of donors.