Customer Journey Analysis: Finding Checkout Friction

Customer Journey Analysis: Finding Checkout Friction

Context A business needed to understand whether a pricing drop explained changes in customer behavior. Aggregate metrics did not tell the full story.

My contribution I analyzed customer journeys to test that explanation and investigate where customers encountered friction. The analysis uncovered checkout friction that was masking underlying traffic growth and mobile revenue performance.

Outcome The work challenged the pricing-drop assumption and surfaced 5.1% traffic growth alongside mobile revenue insights, giving stakeholders a clearer view of the customer journey.

Methods Customer journey analysis, product analytics, and business interpretation.

This anonymized summary describes prior professional work. The visual is an explanatory summary, not a client screenshot.