Affected journey
The evidence remains tied to the critical journey being assessed, from its starting point to the expected final outcome.
Failure evidence
Review what happened when a web journey fails
Naosaki combines managed monitoring with failure evidence to help your teams locate the break, understand the outcome that was not reached and share useful context.
Useful business context
Six reference points for reviewing a failure
The evidence connects the observation with the journey, expected outcome and potential impact in language the teams can share.
Business step
The team can locate the break in an understandable step: sign-in, search, basket, application or form submission.
Expected outcome
The expected business outcome provides a reference for understanding what was not reached during the journey.
Observed outcome
The failure observation provides concrete context to review, beyond a simple unavailable status.
Potential impact
The journey is linked to its potential impact: an interrupted sale, an unsubmitted request or blocked access to a service.
Shared context
Digital, product, QA and operations teams get a common starting point for reviewing the failure.
Reviewing a failure
Move from a status to an understood situation
The evidence gives teams a concrete starting point for reviewing the failure without claiming to replace their analysis or automatically determine its cause.
- 01
Define the expected outcome
Define the starting point, essential business steps and confirmation that marks a successful journey.
- 02
Locate the break
When a failure occurs, identify the step that did not complete and compare the observed outcome with the expected one.
- 03
Share useful context
Give the relevant teams a common observation from which to organise their review and coordination.
Coordination
Share the same observation across teams
A journey failure can involve digital, product, QA and operations. Shared context helps every team start from the same point when organising its review.
Frequently asked questions
What does failure evidence provide?
It helps connect the break to the affected journey, the business step that did not complete and the expected final outcome.
Does the evidence replace the teams’ analysis?
No. The evidence provides verifiable context for reviewing the failure. Analysing its cause remains the responsibility of the relevant teams.
Which journeys can be assessed?
Critical web journeys can include, for example, sign-in, search, basket, an online application or form submission.
What should be defined when framing evidence?
State the starting point, essential steps, expected final outcome and the commercial or operational impact of a failure.
Which evidence would help your team?
Tell us about the journey, its critical steps and your current difficulty. We will assess the monitoring scope and evidence requirements with you.