Event names that hide hesitation

App analytics for digital banking journeys only help when event names map to moments people recognise. We often inherit schemas where “step_completed” fires on button tap, not on understood confirmation.

During reviews we walk the path with the analytics glossary open. When a spike in completions pairs with rising contact-centre tags for “not sure if it worked,” the schema — not the customer — is usually confused.

A modest practice

Before renaming everything, add a parallel observation column: what the customer sees, what the event claims, and what support hears. That three-way table fits on one page and changes workshop conversations.

If you want that table produced for a named path, request a briefing.