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Journeys helps you see how shoppers progress toward a purchase and where sessions stop moving forward. Start with the checkout funnel to identify the step worth investigating, then use filters and custom steps to focus on the audience or experience that matters. Clean Shot 2026 10 21 At 2 31 27 Pm@2x The default checkout funnel follows store visit → product page → cart → checkout → order. Drop-off is the difference between the sessions reaching one step and those progressing to the next.

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Read the funnel before changing it

Before the cart

If sessions reach product pages but do not add to cart, investigate product relevance, product information, and the path to purchase.

After checkout starts

If sessions begin checkout but do not place an order, inspect the experience and audience before deciding what to test.
A funnel identifies where to look. It does not identify the cause on its own. Use visitor activity and other evidence to investigate what happened.

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How to use Journeys

Start with a question about your shoppers, then build a funnel that helps you decide what to investigate.

Find where mobile shoppers drop off

Set up: Choose Checkout funnel and filter Device = Mobile. Compare with Desktop using the same dates and audience.Look for: The step with the largest difference in progression, alongside the number of sessions involved.Take action: Review the mobile experience at that step and choose a focused checkout or product-page test.

Evaluate a paid campaign's landing page

Set up: Filter Acquisition channel = Paid social and select your campaign dates. Build URL contains your landing-page path → Product page → Added to cart → Order placed.Look for: Whether visitors stop before discovering a product or after viewing one.Take action: Review how well the ad, landing page, and product selection work together.

Understand visits from AI assistants

Set up: Filter Acquisition channel = AI assistants and New vs returning = New. Build Product page → Added to cart → Checkout started → Order placed.Look for: Where these sessions stop progressing toward checkout. Narrow to a specific assistant where available.Take action: Review the product information and purchase path. Use Identity Mesh to explore connected return visits.

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Customize the journey

1

Choose a preset

Start with Checkout funnel, Checkout abandoned, Search conversion, or Concierge conversion.
2

Set the audience

Apply a date range and the filters below. Keep the period consistent when comparing audiences.
3

Choose the steps

Build a sequence of up to six steps. Use a URL-contains condition to focus on a particular landing page or collection.
4

Inspect the result

Review progression and drop-off, then inspect the completed sessions listed below the funnel. Open a visitor panel for more context or select rows to export.

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Available filters

Use filters to choose which sessions enter your funnel. Keep dates and other filters consistent when comparing audiences.

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Available steps to customize

Choose up to six steps in the order you want shoppers to follow. Use a page type for a broad journey or URL contains to focus on a specific landing page or collection.
Saved journeys stay in your browser. Save a name to reuse a funnel on this store. Saved journeys are not shared with teammates or across devices.

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FAQs

A session reaches a step when a qualifying event occurs after the previous step. If a step offers several options, any one qualifies. Consecutive repeated events count once.Drop-off counts sessions that reached the preceding step but did not reach the next. The table below the funnel lists sessions that completed the selected journey.
Journeys evaluates progression within a session. An order in a later session does not complete an earlier session’s funnel, even if an attribution rule credits an earlier interaction.For example, a Monday conversation followed by a Thursday purchase may qualify for Concierge credit. The Monday session still has no Order placed event.

Identity Mesh

Explore connected visits and customer identities where available.

Analytics

Review the wider patterns in Sales, Performance, and Behavior.