Use Case:
Our product is particularly deep, offering a LOT of feature customization and capability to savvy customers. That means that the Suggestion Mode mapping isn’t a “complete” look at the structure of our platform, and mapping of the product manually requires a measured and prioritized approach. Without a resource to see the unmapped activity in my product, I don’t know what pages/features aren’t yet uncovered, what kind of activity those product areas are capturing, nor how I should prioritize them.
Rationale:
Not all product pages or features are equal in priority. That said, the purpose of Gainsight PX is to capture data to determine feature priorities and recognize or uncover usage trends previously unknown. Unfortunately, the Product Mapper requires you to already know what pages and features are a priority (in order for them to be mapped, you have to know/think to map them).
Discovering how your customers actually interact with your product includes identifying pages and features that you’re not necessarily paying attention to. Gainsight PX does not offer a means to see what you haven’t already been looking for.
The Competition:
Note that a major competitor to Gainsight PX, Pendo, offers an organized, clean, easily accessible resource that shows all the unmapped page visits and feature hits in your product. You can periodically review the “Other” or “Unmapped” areas of your product to identify frequently occurring entries and map them, back-filling the data to further enrich your Product Map.
