The Journey Playbook screen allows you to see and edit your Journey Playbooks.
Journey Playbook Example
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Playbook Details
When you first enter a Journey playbook Playbook a panel slides in that highlights:
Journey Playbook Namename: Your Journey Playbook name, what the Journey symbolises – this can be changed at any time.
Classification:
Description
This Automatic The automatic slide in can be controlled in the panel via the Cog iconturned on or off through the Auto-Open Page function in on the setting section in the ribbon bar.
This panle panel can be opened at any time by clicking on the informationicon information icon in the ribbon bar.
Journey Playbook Ribbon Bar
A Journey Playbook is a collection of Milestones milestones and Steps steps linked to a Journey journey name:
Add Milestone: Adds a new Milestone milestone to the far-right hand side of the Journey Playbook canvas. Milestones can be inserted at other locations using the Add add button within the Journey Playbook Canvasexisting milsteones on journey playbook canvas
Delete: Allows the Journey Playbook to be deleted. the user can choose to delete all the steps or have them transfered to a different Milestone.
Saving: The 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 Your changes to the Journey Playbook can be undone or redone.
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Milestones represent the broad stages your customer customers will go through that mark a significant stage of progress as part of the their Journey. Examples includes Awareness, Research, Purchase, Follow-up, Support, Meeting or Test Drive.
It is expected that the Milestones milestones are created in order with the first milestones on the far left and the final milestones placed on the right. The Journey journey therefore flows from the left to the right.
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It’s important to note that the Journey journey steps include Customer Actions customer actions where it is not possible to track or influence them using Alterian CX. The Journey Playbook is the only place these steps are highlighted as part of the bigger picture.
The combination of Ccustomer customer actions and the internal actions make up the Journeyjourney.
Not every customer or prospect will go through each step, some will, and therefore you need to plan how this step is met by the Internal actions and whether the customer action could be positively influenced by the Internal actions.
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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 for a user this step sits ranging from terrible to brilliant. 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.Step Type: Internal (Brand initiated task or action step) or customer
State: What state this step is currently in.
If the step action does not yet exist but you think it should be added, select “Proposed” indicating a step you think should be included in the journey.
If the step action has been agreed to be added, select “to do” indicating a step ready to be included in the journey.
Once the step is live change the state to live indicating this step is not in production.
The state details show on the journey playbook home page providing a clear way to indicate “tasks” that can be picked up by the CX team.
Satisfaction: Where on the satisfaction scale for a user this step sits ranging from terrible to brilliant. 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.
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.
The colour chosen for the Icon background will also show on the step background. This allows the user to group like steps togather. For example light blue for email campaigns.
Linked Resources
Steps often provide a specific action or require a specific Rule or integration to work. Here you can link resources to the step to highlight what you have created to answer the steps requirements.
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You can link Templates, Rules, Dashboards or Journey Analytics. You can link only one type or add a mixture if required.
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 're editable in the same manner as a standard step.
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