Create a New Customer Journey

Learning Outcomes  

After completing this unit, you will be able to: 

1. Create a new Customer Journey 
2. Move Action boxes around the canvas
3. Create a simple Customer Journey with one Guest Action and one Staff Action
4. Connect various Action boxes using Nodes
5. Give your Customer Journey a title
6. Save the new Customer Journey
7. Toggle between Tile and List View

1. In the traCXio app, select Customer Journeys on the top horizontal menu.
   
   
2. Once on the CJ landing page, click on the Create New button. (Refer to Image 3). 
   
   
3. Upon selecting the Create New option, you will be directed to an empty canvas. The empty canvas auto-populates with an action box labelled Start Journey. (Refer to Image 4)         
              
4. A CJ starts with the Start Journey action box by default, and this Action box cannot be replaced or removed in favour of another Action box.
   
   
5. Click and drag the Start Journey action box to the desired position on the canvas to begin a new CJ. It is good practice to move the Start Journey action box to the top left corner of the canvas. (Refer to Image 5)
   
   
6. Only a Member Action or Guest Action can follow the Start Journey action box. (Refer to Image 6 and 7)
   
   
7. As you hover over the Start Journey Action box, you will see two green “nodes” and two red “nodes”. A node is what connects two or more action boxes. (Refer to Image 8)
   
   
8. It is always good practice to consider if the flow of the CJ will be horizontal or vertical. That is, the journey can be either top-down or left-to-right direction. (Refer to Image 9)
   
   
9. Having placed the Start Journey action box to the desired location on the canvas, click and drag the Guest Action box to either directly below, or directly next to the Start Journey action box.
   
   
10. A text box will appear, asking you to type in the guest action. As an example, let’s type in the Guest box “Walks to the Reception Desk” to provide a high-level description of what the customer does.
    
    
11. Hit the Save button. The text will appear in the Guest action box. 
    
    
12. As you hover over the Guest Action box, you will see again the two green nodes and two red nodes. We use nodes to connect the action boxes. 
    
    
13. Hover over the Start Journey action box.
    
    
14. Place your cursor on top of the green node nearest to the Guest action box.
    
    
15. Click and drag to connect the green node of the Start Journey action box to the red node of the Guest action box.
    
    
16. As you drag (without releasing) the cursor, you will see a line following the cursor. This line is known as a Path and connects action boxes.
    
    
17. Drag the cursor to the nearest red node in the Guest action box, and release. You will see a Path has been created that connects the two action boxes, with an arrow pointing to the red node. This arrow represents the direction of the CJ. 
    
    
    • • Note: Paths can only be created between green and red nodes. The green node is the starting point, and the red node is the endpoint.
        
        
18. Now let’s create a Staff Action that corresponds to the Guest Action. Click and drag the Staff Action box to either directly below, or directly next to the Guest action box.
    
    
19. Just as it did with the Guest Action box, a text box will appear, asking you to type in the Staff Action. As an example, let’s type in the Staff box “Greets Warmly” to provide a high-level description of what the staff does.
    
    
20. Now let’s join a green node of the Guest action to a red node of the Staff Action.
    
    
    • • Note: The Path points to the Staff Action, demonstrating the sequence of the journey.
        
        
21. Time to End the Journey. Click and drag a new Terminator Box below or next to the Staff Action box. Type “To New Journey” to demonstrate that the customer is exiting this journey and moving to a new one, or “End Journey” to demonstrate that the customer is exiting this journey.
    
    
22. Connect a green node of the Staff Action to a red node of the Terminator Box.
    
    
23. Your simple CJM is now complete, and it is now time to give it a title and save it.
    
    
24. Locate the Customer Journey Title field in the top left-hand corner. To give your Customer Journey a title, click in the “Customer Journey Title” field and insert a descriptive title. 
    
    
25. Hit the Save button. Your action is successful when the status bar will be green and read Customer Journey Created Successfully.
    
    
26. You have now saved this new Customer Journey, and you will be returned to the Customer Journey Landing page.
    
    
27. On the top right-hand corner of the CJM page, you can choose two ways of viewing your CJs:

• • For a Tile View, Select the four small blue squares. 
  • For a View, Select the three-dot/three-line option.