The experience lane gives an estimation of how good or bad specific personas experience each step of a journey. In this guide we cover how to add an experience lane to a journey. If you haven’t created personas yet, first read up on that here.
Adding an Experience lane to a journey
To add an experience lane:
- Hover over the lane, and click on the purple ‘add lane’ button
- Select ‘mood’ from the list.
You can add one experience lane per journey. You can add as many personas to an experience lane as necessary.
Adding a Persona to an experience lane
To add a persona to the experience lane, follow these steps:
- Hover over the lane, click on the three dots and select ‘edit lane’.
- Then click on ‘add persona’ and select a persona from the list.
Every persona you add gets its own experience curve.
Shaping the experience curve with insights
The experience curve for each step is based on the Insights in each step. In each Insight, you can add an experience impact score, set a weight for that score, and add what persona it is relevant for. The total experience score for each persona is then calculated by adding up all of these scores for their respective personas. Since these impact scores are based on your estimations, they don’t reflect an objective truth; To add more exact quantitative data, have a look at our Qualtrics integration.
Tip: As a best practice we recommend to add experience impact scores to pains and gains only; that way, your total impact is automatically calculated based on the positive and negative insights you’ve gathered.
Removing Personas from an experience curve
To remove a persona, click on the persona icon, and select ‘remove from journey’. This will remove the persona from the curve. It will not remove anything else; if you want the curve back for a specific persona, simply add it again.
Filtering personas from journeys
If you only want to show the experience curves of a selection of your personas, you can use the journey filters to enable or disable personas.