Multichannel journey

A multichannel study captures activities that span more than one channel or device. While there’s a lot to plan for and consider when structuring this study, the payoff is rewarding: your team gets a full picture—from your customers’ perspective—of what it’s like to experience a series of interactions across the touchpoints that matter.

This template can be used whenever you need to understand how people experience your product or service across multiple touchpoints. Additionally, you can use this template to assess experiences via mobile, desktop, and real-world interactions.