IThe Idealised The Journey Playbook screen allows you to see and edit your Idealised Journey
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Playbooks.
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Journey Playbook Example
Journey Playbook Configuration items
The Idealised A Journey Playbook is a collection of Milestones and Steps linked to a Journey name:
Idealised Journey Playbook Name: Your Idealised Journey Playbook name, what the Journey symbolises – this can be changed at any time.
Add Milestone: Adds a new Milestone to the far-right hand side of the Idealised Journey Playbook canvas. Milestones can be inserted at other locations using the Add button within the Idealised Journey Playbook Canvas
Delete: Allows the Idealised Journey Playbook to be deleted
Saving: The Idealised Journey Playbook screen will automatically save as you work. Where multiple changes take place in succession it will wait for a suitable pause and then save at that point. The saving icon shows when it is saving and confirms a successful save.
Redo / Undo: Changes to the Idealised Journey Playbook can be undone or redone.
Classification: Allows you to group Journeys togather when they have similar traits. For example all LTV CX campaigns could be grouped with LTV or in the example below grouped under Renewal.
Milestones
Milestones represent the broad stages your customer will go through as part of the Journey. Examples includes Awareness, Research, Purchase, Follow-up, Support, Meeting or Test Drive.
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It is likely, but not mandated that your customers will go through each Milestone before moving unto the next Milestone. For example, your customers need to be aware of who you are before they can purchase from you.
Adding and Deleting Milestones
Adding Milestones
The initial view for a new Idealised Journey Playbook has a single untitled milestone containing a single placeholder step.
New Milestones can be added to the far-right hand side of the Idealised Journey Playbook by clicking on the “Add milestone” icon on the ribbon bar.
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Milestones are moveable. If it’s not in the correct location you can drag it to the right place. Click and hold the multi-dot tab at the top of the Milestone and drag to the new location in the journey.
Deleting Milestones
Clicking on the Delete button at the top of the Milestone pops up a dialogue asking if you would like to delete the Milestone and transfer the steps within it or to delete the Milestone including the steps.
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If the Milestone contains no steps it will delete immediately.
Adding Steps and Placeholders
A Step (Journey Step) is an action or activity a customer may do in the journey, or an action of activity you are doing (or plan to do) to influence the journey.
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It’s important to note that the Journey steps include Customer Actions where it is not possible to track or influence them using Alterian CX. The Idealised Journey Playbook is the only place these steps are highlighted as part of the bigger picture.
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The Add icon at the top of the Milestone allows you to add Placeholders and Steps into the Milestone.
Step Configuration
When you add a Step an Add Step dialogue pops-up.
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Name: This highlights the Customer or Internal Action this Step represents and will identify itself within the Milestone.
Description: More detail on what action this Step is highlighting. It may talk about the feelings of the person at this Step in the journey or highlight which email is being sent out. Anything really that adds useful depth to the purpose of the Step.
Icon: Used to visually indicate the action occurring within this step.
Satisfaction: Where on the satisfaction scale this Step sits.
Satisfaction levels
If the step does not yet exist but you think it should be added, select “Proposed” indicating a Step you think should be included.
The Steps position in the Journey and its purpose will be clearly shown by the Idealised Journey Playbook allowing clear discussions with your Journey stakeholders.
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For Customer Action Steps this indicates the how well you as a brand are facilitating that action. For Internal actions it indicates how well you perceive you are meeting the CX requirement.
Linked Steps
Certain steps naturally sit together. Use Linked Steps to nest these together within a single Step. Click on any Step and the “Add Step” dialogue will pop-up allowing you to create a Linked Step.
These Linked Steps sit nested within a single step, but they are editable in the same manner as a standard Step.
Placeholders
The Journey flows from the left to the right. You may want to visually align steps following the same path or channel.
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