We are currently working with the Path Analyzer but having a tough time answering a few questions about usage. These questions do not align with how the Path Analyzer works and I will explain that next.
“Where did the user go immediately after using the search bar?”
“What page was the user on immediately before clicking on this feature?”
Both of these questions are asking for data that is captured as page views by Gainsight, but are not displayed in the Path Analyzer (PA). This is because PA only reports on the features and not every event that happens along the way (also only reports on the first instance of that feature used in a session).
I would like to see either an enhancement to PA or a new type of reporting that allows those doing analysis of the data to: pick an event and have the system return the list of actions that happened directly before or after that event. Allowing us to see more granular the events that are happening on either side of a particular type of event. This would help us understand how users get to and leave a particular page/feature. Where currently PA can only report on events in relation to other feature events.
It is understandable that the list of pages would grow very quickly if you documented every possible path and is why we would expect this report to be limited to 1 step on either side of the focused event.
As a workaround we have tried to name in the Product Map more pages of our product but it is not possible for us to fully map everything due to the nature of our product.