Background: Funnels are great for understanding (and acting on) dropoffs in vital processes, and help us to understand where to focus our adoption efforts. Engagements are an excellent tool for bridging those gaps. Instead of using a long Engagement to walk users through each step of a lengthy process, stationing a short Engagement at a specific chokepoint can help people where they’re most likely to need it.
Problem: There’s no quick way to target users who’ve dropped out of a funnel. You need to use a combination of Product Map rules that look something like this:
- User used feature A (funnel step 1) in last 2 days
- User used feature B (funnel step 2) more than 2 days ago
This workaround targets users who’ve used one feature but not another, and we can generally take that as a proxy for starting a process but not ending it. However, this doesn’t account for cases in which someone went on to complete the funnel later that day (so less than 2 days ago), and also doesn’t allow sequencing of any of the other funnel step types (segment matches, custom events, etc.)
Request: Segment Engagements based on whether or not a user has started or completed a funnel. This would make it much easier to act on the insights gleaned from funnels, and improve the end user experience by directly targeting users we know need more help.
Design ideas: I believe we can approach this in two ways (the first being a bit easier to implement):
- Treat a funnel like a Guide: select the funnel you want to segment by, and specify whether the user needs to have viewed (started) or completed it
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Treat it like a Multi-Question Survey: allow the user to select the specific step someone needs to have completed (or dropped off at) to be included in this segment
