Objective:
Chiropractic Life, a SaaS platform providing online consultation scheduling for chiropractic services, needed a solution to track and analyze the user journey of patients scheduling consultations. The challenge was to monitor each step of the process within an iframe and transport the data to Google Analytics 4 (GA4) for funnel analysis. The goal was to identify drop-off points and improve the booking experience.
Strategy:
To address this challenge, we implemented the following steps:
- Event Tracking Setup:
- Mapped all 8 essential steps in the user journey during consultation scheduling, including:
- Booking Initiated
- Location Selected
- Service Selected
- Practitioner Selected
- Appointment Confirmed
- Booking Completed
- Mapped all 8 essential steps in the user journey during consultation scheduling, including:
- Technology Implementation:
- Utilized Google Tag Manager Web Container for iframe and parent frame tracking.
- Deployed Google Tag Manager Server Container via Stape.io to handle server-side tagging for improved accuracy and data security.
- Data Transport:
- Built
postMessageand listener functions to transmit event data from the iframe (child) to the parent frame. - Configured custom events to forward tracked steps to GA4.
- Built
- Funnel Exploration Creation:
- Designed a GA4 Funnel Visualization to monitor user progress through all 8 booking steps, highlighting:
- Step completion rates.
- Drop-off points for improvement opportunities.
- Designed a GA4 Funnel Visualization to monitor user progress through all 8 booking steps, highlighting:
Results:
- Full Journey Visibility: Chiropractic Life now has clear insights into the entire patient booking process, from initiation to completion.
- Detailed Funnel Metrics: Created a GA4 Funnel Exploration to measure:
- The total number of users completing each step.
- The abandonment rate at specific points in the user journey.
- Optimized Patient Experience: Enabled Chiropractic Life to pinpoint drop-offs and refine their booking flow, ensuring more patients complete their consultation bookings.