The Idealised Journey screen allows you to see and edit your idealised Journey
Idealised Journey Configuration items
The Idealised Journey is a collection of Milestones and Steps linked to a Journey name.
Idealised Journey Name: Your choice of Idealised Journey name – this can be changed at any time.
Add Milestone: Adds a new Milestone to the far-right hand side of the Idealised Journey canvas. Milestones can be inserted at other locations using the Add button on the Idealised Journey Canvas
Delete: Allows deletion of the Idealised Journey after confirmation
Saving: The Idealised Journey screen will save as you work. Where multiple changes take place in succession it will wait until a suitable pause occurs and it will save at that point. The saving icon w shows when it is saving and confirms a successful save.
Redo / Undo: Changes to the idealised Journey can be undone or redone.
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, Test Drive etc.
It is expected that the Milestones are created in order with the first milestones on the far left and the final milestones placed on the right. The Journey therefore flows from the left to the right.
It is likely, but not mandated that your customers will go through each Milestone before moving unto the next Milestone to the right. For example, your customers need to be aware of who you are before they purchase from you.
Adding and Deleting Milestones
Adding Milestones
The initial view for a new Idealised Journey 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 by clicking on the “Add milestone” icon on the ribbon bar.
Milestones can also be inserted at other locations in the Journey using the Add button on the milestone.
Each Milestone has a name at the top that can be changed at any time.
Where the number of Milestones increases beyond the breadth of the screen you a scroll bar appears allowing you to scroll to the right to see later Milestones.
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.
If you choose to move the steps and delete, ia popup dialogue will show the current Milestones. Select a Milestone for the steps. Once selected it will transfer the steps and delete the original Milestone.
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.
Let’s split these into Customer Actions and Internal Actions.
A Customer Action may be to:
“View a TV advert”.
“Read Direct mail”
“Enter Store”
“Read Email”
“Click through to personalised offers through email”
“Try on clothes”
“Renew”
An Internal Action may be to:
“Send Renewal email”
“Call through outbound call centre”
“Adverts on Channel 4”
“POS email collection”
etc
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 is the only place these steps are highlighted as part of the bigger picture.
The combination of Customer Actions and the Internal Actions make up the Journey.
Not each 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.
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.
Each Step has the following configurations
Name: This highlights the Customer or Internal Action and will show in the Step 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.
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 allowing clear discussions with your Journey stakeholders.
If the Proposed Step is agreed, the Satisfaction level can be changed to “To Be Done”.
These satisfaction levels show on the Homepage providing a clear way to indicate “tasks” that can be picked up by the CX team.
If the Step exists a Satisfaction scale between Poor and Brilliant should be applied.
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 within the step, but they are editable in the same manner as a standard non linked Step.
Placeholders
The Journey flows from the left to the right. You may want to visually align steps following the same path. Placeholders can be used to pad out the columns moving Tiles up and down allowing them to be aligned.
Clicking on Placeholder allows you to convert it into a Step add linked Step or delete it.