Introducing Journeys: a visual map that shows you EVERYTHING

Can you have it all?

At Heap, our focus has always been on giving you the power to build outstanding experiences for your customers. Experiences that delight, and drive real business results. From the beginning, we’ve devoted ourselves to giving you the insights to make that happen.

We know that making a great digital experience isn’t easy, and that analytics doesn’t always help - at least as it’s existed so far. We know you may struggle with fragmented workflows and incompatible solutions. All you want is to understand what customers do in your digital experience. But too many tools leave you with partial knowledge and incomplete perspectives. This makes it hard to drive impact.

Today we’re happy to say: it doesn’t have to be this way. Introducing Journeys, a brand new capability that gives you unprecedented power to explore and understand your users’ journeys. We’re also launching a slew of privacy features that make it easier to keep customer data secure.

So, can you have it all? Complete understanding, immediate and meaningful business impact, rapid insight into what your customers really want - all in one tool? It turns out - yes. Read on to learn more.

Introducing Journeys

Journeys is an entirely new way to measurably - and visibly - explore the impact of every user behavior in your digital experience. 

The market is saturated with products called “Journeys.” Unfortunately, most of them are path-style analyses that end up being more confusing than helpful. None of them comes close to capturing and organizing the complex journeys customers actually take— the nuanced side quests, idiosyncratic workarounds, and unanticipated pitstops customers often make while navigating a digital experience.

This all changes, starting now.

Heap’s Journeys feature is something better: a visual map of the paths users take through your product, one that includes numbers and conversion rates for every single path and sub-path.

It’s clear, understandable, malleable, and instantly revealing: exactly what analytics is supposed to be!

Using Journeys you can start with a single interaction, such as a sign-in or a homepage visit, and then track the essential navigations that users take on the way to the endpoint of the journey you care about. It can show you the relative conversion rates of every one of these paths, and the number of users that follow each one. 

How is this helpful? Let’s say, for example, that you’re a Growth Marketer optimizing for conversions in a new trial experience. Say you know that 100 users start on the same page, and 34 of them end up converting. But what do all those users do in between those steps?

With Journeys, it’s easy. Just build a journey starting from, well, your starting page. Add your conversion page as the ending step. Heap’s Top Events will show up the main events that users go through between those steps. Add each of those events to the journey map, and voila! Instant map of everything your users do - with numbers and conversion rates included!

Realize that there’s a moment of drop-off you hadn’t noticed? Dig into those events with session replay to find out why people are dropping off.

Another example: with Journeys, you can easily ask, "How many users view a particular page first, and how many users view any other page?" For example, this journey shows you that after users view a homepage,

• 6% go next to the Pricing page

• 40% view any other page

• 54% drop off without viewing any other pages

Even better, Journeys incorporates data science, suggesting events you should add and paths you should follow. It also embeds Session Replay throughout! For every event in a journey, we give you endless replays cued up to the exact moment you care about.

To get started with Journeys, simply log into Heap and navigate to charts where you’ll find the Journeys tab. There you can start exploring the real ways your users navigate your digital experiences. 

Brand new privacy & security controls

At Heap, we know that privacy and security are your most important priorities.  In light of recent global changes in privacy regulations, we have made major updates to our privacy and security controls. These new updates give all Heap customers additional tools to align their usage of Heap with ever-changing data privacy and business requirements. Above all, these new privacy and security features meet the needs of all businesses by focusing on three key components:

1. Scalability

There is no one-size-fits-all solution that can meet the privacy and security needs of every company and industry. The needs of an early-stage start-up are very different from those of a multinational corporation. That’s why we built our new suite of security and data controls to give you a wider set of choices for meeting your privacy and security objectives. 

In addition to our new configuration capabilities, we’ve released multiple features that enable deeper oversight into privacy and security. Our new audit logs record all activity in Heap and can be filtered by individual user or organization. We’ve also increased cross-domain identity management by enabling single sign-on (SSO) through Okta and One Login.

2. Ease of Use 

Compliance is tricky. 

Most analytics tools require a code-heavy, technical implementation of privacy controls, making the traditional workflow of updating or maintaining privacy controls both time-consuming and expensive. We decided to flip that narrative and apply Heap’s low-code approach to improve privacy implementations. Now even complex privacy controls can be implemented with ease, without long-drawn technical engagements.  Examples of these new low-code data controls include: 

• Domain, Subdomain, & Path Block/Allow Lists 

• Data Attribute Redcations

• IP Address Redactions

• Geolocation Redactions

3. Privacy Partnership

At Heap, we firmly believe that our customers should not have to pay extra for standard security features. As a testament of our commitment to being your partner in privacy, we’ve made SSO available for every Heap plan regardless of package or price.

In order to maintain the highest levels of security, we adhere to trusted industry best practices and maintain critical certifications including:

• SOC2 

• HIPAA

• Annual Penetration Testing

We also observe the requirements of various data privacy laws, including GDPR and CCPA.

IN CLOSING

Journeys, data science, session replay, AND privacy … in a single tool?! With Heap you don’t have to choose. You can have it all!

We encourage you to give Journeys a spin! Just sign up for a free trial here.