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Customer-experience intelligence for public services

Digital Customer Journey Intelligence Platform

Capture, understand and improve every digital customer interaction.

See exactly what citizens did, where they struggled and how each service can be improved — backed by real journey evidence, with privacy built in.

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  • Consent-first capture
  • Recordings encrypted at rest
  • Web and mobile SDKs
  • Friction detected automatically

How it works

From every interaction to a better service

Capture → Understand → Improve: one continuous loop from the citizen’s screen to the service owner’s decision.

  1. Step 1

    Capture

    Embed one SDK in any website or mobile app. With the citizen’s consent it records the journey as it happens.

    • Clicks, taps, form progress and navigation
    • Errors and time spent on every step
    • Privacy-masked session recording
  2. Step 2

    Understand

    Every session becomes a replay video, a plain-language timeline and scored friction signals.

    • Rage clicks, long waits, repeated back navigation
    • Validation errors and failed uploads
    • Customer effort score per session
  3. Step 3

    Improve

    Journey analytics turn thousands of sessions into prioritised problems service owners can act on.

    • Funnel and drop-off by step
    • Problem → evidence → recommendation
    • Printable CX report for stakeholders

What is captured

Every important customer action, nothing sensitive

The SDK records what a service owner needs to understand a journey — and is engineered to leave out what they must never see.

  • Clicks & taps

    Element name and id, coordinates, page or screen and exact time — “Clicked Submit on Payment at 14:02:11”.

  • Text inputs (masked)

    Field name, status and validation result. Values are masked in the browser (050*******); passwords, OTPs and card numbers are never captured.

  • Navigation

    Page entry and exit, back navigation, loops between steps and failed navigation such as broken links.

  • Screen changes

    Route and screen transitions on web and native apps, with the journey step each one belongs to.

  • Errors

    JavaScript errors, failed requests, declined payments and validation messages, grouped by cause.

  • Time spent

    Active time per page and step against a benchmark, idle periods and hesitation before a field.

  • Session recordings

    A DOM recording of the session with sensitive areas blocked before it ever leaves the device.

  • Video replay

    An MP4 replay with click markers and captions; selecting a timeline event jumps to that moment.

Example insight

Problems, backed by evidence, with a clear next step

Insights are generated from real sessions by transparent rules, with an optional AI layer — never a black box.

Renew Vehicle Registration · Upload documents step

Medium severity · 40 sessions

Problem

Users spend excessive time uploading documents.

The upload step takes far longer than the service benchmark, and it is where most rage clicks happen.

Evidence

Average time
4 minutes
Benchmark
1m 30s
Rejected files
20% of sessions
Replays attached
5 example sessions

Recommendation

Improve document guidance.

List accepted formats and the 2 MB limit before upload, show upload progress, and fetch certificates automatically where possible.

Also found:Payment step causes abandonment — 35% of users exit after the payment summary. Recommendation: improve payment information clarity.

Privacy by design

Built for the trust public services depend on

Privacy controls are part of the architecture, not a setting added afterwards.

  • Consent management

    Nothing is captured until the citizen agrees. Analytics and recording are separate choices, stored with the policy version.

  • Data masking

    Inputs are masked in the browser and again on the server. Passwords, OTPs, payment details and national IDs are never captured.

  • Encryption

    Recordings, videos and screenshots are encrypted at rest with AES-256-GCM and served only through short-lived signed links.

  • Recording disable

    Switch recording off per application, per integration, or let the citizen stop it at any time — events continue without video.

Retention limits per applicationEvery replay view is audit-loggedRole-based access, scoped per organisation

SDK integration

Add it to any website or app in minutes

The Journey Recorder SDK is the only thing a service team installs. Settings such as recording, sampling and masking are controlled centrally from the dashboard.

  • One script tag or npm package — no build changes to the host service
  • Consent-aware and privacy-masked by default
  • Same API on web and React Native: startSession, trackEvent, trackError, uploadRecording, getSessionData, endSession
API documentation (opens in a new tab)
index.html
<script src="https://api.57.131.151.171.nip.io/sdk/journey-recorder.js"
        data-application-id="GOV-DEMO-001"
        data-environment="demo"
        data-auto-start="true"></script>

See the whole loop in five minutes

  1. 1. Renew a vehicle registration as a citizen in the demo service.
  2. 2. Open the dashboard and find your own session.
  3. 3. Replay it, read the timeline and review the insights.
Start Demo Journey (opens in a new tab)Open dashboard