1. Why prioritize your UX journeys?

Users now compare your digital services to those of web giants: fluidity, speed, transparency, personalization. At the same time, your digital teams are under pressure:

• management demands fast and measurable results,
• systems are becoming more complex (microservices, APIs, apps, cloud, legacy),
• business teams expect a smooth experience for their customers and employees.

Faced with this, many organizations stack up UX monitoring and technical observability tools: RUM, synthetics, APM, logs, analytics, etc. The result: dashboards packed with metrics, but real difficulty answering a simple question:

“Which journeys should we monitor first to protect our business and our customers?”

The good news is that it isn’t necessary to monitor everything. The challenge is to focus your efforts on the few journeys that truly weigh on your revenue, your risks and your brand image.

2. Step 1: map the journeys that structure your digital experience

Before choosing what you will monitor, start by making visible what your customers actually experience. In many teams, everyone has their own vision of “key journeys”: marketing looks at acquisition, business teams look at sales, IT looks at availability, support looks at irritants. Without a shared map, everyone is right… and nobody is talking about the same thing.

2.1. Identify the main families of UX journeys

A simple way to start is to group your journeys into a few major families:

• “I become a customer”: online subscription, account opening, first order, demo request…
• “I manage my day-to-day”: log in, view my account, pay, update my information, download a document…
• “I ask for help”: contact support, chat, fill in a form, book an appointment…
• “I comply with obligations”: consent, complaints, regulatory journeys (banking, insurance, healthcare…).

For each journey, specify at least:

• the entry point (URL, screen, button),
• the main steps of the journey from the user’s perspective,
• the final objective (what defines success),
• the main device (desktop, mobile web, mobile app).

Running this exercise in a business / digital / IT workshop is already a win: you start speaking the same language and seeing where the truly structuring journeys of your digital experience lie.

3. Step 2: build a business score for your UX journeys

Once the mapping is completed, the question is no longer “what are our journeys?”, but “which one carries the most weight for us?”.

Not all journeys are equal. Some are revenue engines, others are selfcare levers that massively relieve support, and still others are strategic brand showcases.

3.1. The dimensions of a simple, actionable business score

Your goal is to assign each journey a Business Score /100 so you can compare them with each other. Typical criteria include:

• Revenue impact: share of revenue or leads passing through this journey.
• User volume: number of sessions, customers or transactions per month.
• Strategic alignment: contribution to current priorities (digitalization, upsell, churn reduction, selfcare development…).
• Internal / external visibility: journey followed by management, a key partner or a regulator.

You don’t need perfect numbers: orders of magnitude, drawn from your analytics and team experience, are often enough to reveal trends.

In the end, your “business stars” stand out clearly: these are the journeys that generate the most value, condition future growth or sit at the heart of the company’s objectives.

4. Step 3: analyse UX risks – where it really hurts

A journey can have an average business score but a very high risk score. This is often the case for journeys linked to compliance, security, billing or specific contractual commitments.

The question to ask is:

“If this journey deteriorates, what really happens to us?”

4.1. The main types of risks

• Financial risks: lost sales, contractual penalties, customer compensation.
• Relationship risks: major irritants, higher churn, bad buzz, NPS decline.
• Regulatory risks: failure to meet required deadlines or service levels, traceability issues, compliance (GDPR, banking, insurance, healthcare…).
• Operational risks: surge in support calls, overwhelmed teams, delays in processing requests.

By combining potential severity, user sensitivity, regulatory stakes and incident history, you can assign each journey a Risk Score /100.

You move from a diffuse feeling (“we know it’s important”) to an objectified map of UX risks, far easier to share with management and teams.

5. Step 4: use the Business / Risk matrix to choose your 10 journeys

At this stage, each journey has a Business Score and a Risk Score. By combining them in a matrix, you obtain an immediately actionable view:

• Top right: strong Business / strong Risk → your absolute priorities.
• Right, middle: strong Business / medium Risk → journeys with strong revenue impact.
• Top, middle: strong Risk / medium Business → journeys critical for compliance, brand or support.

These three areas should be the primary focus of your UX journey monitoring and digital experience supervision.

Concretely, this translates into:

• End-to-end automated test scenarios on critical journeys,
• Dedicated dashboards readable by both business and IT,
• Targeted alerts (availability, slowness, errors) sent to the right teams.

The Business / Risk matrix also reveals blind spots: journeys that are not very “sexy” but highly critical, or on the contrary very visible internally but with limited business weight. It gives you a clear argument to explain to management why you are starting with these 10 journeys, and not others.

6. Step 5: identify quick wins to prove the value of monitoring

To get teams onboard over the long term, prioritization must deliver visible results quickly. Hence the importance of spotting quick wins among your high-stakes journeys.

A few typical examples:

• A simple payment journey over 2 or 3 screens: quick to monitor, direct impact on revenue.
• A very popular contact or demo request form: fast monitoring, immediate effect on lost leads.
• A login journey to the customer area: visible, sensitive, often the source of many tickets.

The idea is not to sacrifice ambition in favour of the short term, but to combine strategic journeys and quick wins: showing that you are tackling serious topics while proving the value of UX monitoring very quickly.

Within a few weeks, you can already demonstrate:

• Clear availability and performance curves,
• Incidents detected before users,
• Quantified business impact (sales saved, fixed forms, fewer tickets).

7. Step 6: turn these 10 journeys into a continuous improvement engine

Choosing the 10 UX journeys to monitor first is not an end in itself. It is the start of a data-driven continuous improvement process.

Once your journeys are instrumented (synthetic monitoring, RUM, analytics, etc.):

• you measure the UX impact of each new release or change,
• you identify trends (spikes in slowness, issues by device or by country),
• you link technical signals and business indicators (conversion, abandonment, ticket volume).

UX monitoring then becomes a dialogue tool between business, digital, support and IT, as well as a decision support to prioritize fixes, UX redesigns and technical investments. It also helps demonstrate to management what a reliable digital experience actually brings.

8. Operational checklist: “Choosing the 10 UX journeys to monitor first”

8.1. How to use this checklist?

Ideally, use this checklist during a half-day workshop with:

• at least 1 business person,
• 1 IT / OPS person,
• 1 product / UX person (minimum).

Objective: arrive at a prioritized list of 10 journeys to monitor, with a clear justification (Business & Risk) validated by stakeholders.

8.2. Step 1 – Prepare the workshop

Objective: bring together the right people and the right inputs before talking about monitoring.

To do before the workshop:

• Identify participants (business, digital, IT / OPS, support).
• Define the scope (e.g.: “B2C e-commerce journeys in France”, “Online banking customer area journeys”).
• Gather a few key figures:
  • overall traffic (visits / sessions),
  • digital revenue or transaction volume,
  • volumes of support tickets related to digital.
• Prepare an initial list of already known journeys (even rough).
• Appoint a facilitator (takes notes, challenges scores, keeps the workshop moving).

8.3. Step 2 – Map the UX journeys

Objective: make all journeys that matter visible before choosing the 10.

2.1. List the journey families

During the workshop, fill in for example:

• Acquisition journeys (e.g.: visit → sign-up, demo request, add to cart…).
• Transaction / sales journeys (e.g.: cart → payment → confirmation, subscription, signature…).
• Selfcare / customer area journeys (login, bill payment, document download, information change…).
• Support & assistance journeys (help, chatbot, form, appointment booking…).
• Regulatory / sensitive journeys (consent, complaint, mandate management, etc.).

At this stage, simply write down the names of the journeys without seeking perfection. The goal is to get a global view.

2.2. Journey Sheet – to duplicate for each journey identified

You can use the following structure as a page template in your PDF or internal document.

8.4. Step 3 – Calculate scores & compare journeys

Objective: get a clear view of all journeys to compare Business & Risk.

Create a dedicated page with a summary table like the one below:

To tick:

• ☐ All identified journeys have been scored (Business Score & Risk Score).
• ☐ Scores have been validated with at least 1 business representative and 1 IT representative.
• ☐ Potential quick wins have been identified (important journeys + low effort).

8.5. Step 4 – Prioritize: choose your 10 journeys to monitor

4.1. Build the Business / Risk matrix

On a slide or a page, draw a matrix with:

• horizontal axis = Business Score (from low to high),
• vertical axis = Risk Score (from low to high).

Then place each journey on the matrix.

To check:

• ☐ Journeys in the top-right corner (strong Business / strong Risk) are clearly identified.
• ☐ Journeys with high business, medium risk are identified (strong revenue impact).
• ☐ Journeys with high risk, medium business are identified (compliance, brand, support).

4.2. Build your TOP 10

On a dedicated page, fill in the table of your final selection:

Validation checklist:

• ☐ At least 5 to 7 journeys have high Business and Risk Scores.
• ☐ At least 2 to 3 quick wins are included to show value quickly.
• ☐ The list has been validated by business & IT.
• ☐ Management or the project sponsor has been informed or involved in validation.

8.6. Step 5 – Monitoring rollout plan

Objective: make sure the checklist doesn’t remain theoretical. Move into execution mode.

For each journey in the TOP 10, fill in the mini-sheet below:

8.7. Step 6 – Final recap: are you ready?

Before closing your workshop, check:

• ☐ You have a clear list of all key journeys.
• ☐ Each journey has a completed Journey Sheet (Business Score + Risk Score).
• ☐ A TOP 10 has been defined and documented.
• ☐ Quick wins are identified to prove the value of monitoring quickly.
• ☐ A monitoring rollout plan exists for each journey in the TOP 10.
• ☐ The approach has been shared with stakeholders (business, IT, management).