Migrating to Journey Frameworks
Every week, we improve the product for you, our customers. This usually means adding new features, enhancing existing ones, and fixing bugs that have crept in. However, sometimes it also means saying goodbye to something we previously built.
About two years ago, we introduced Frameworks to organize your complete customer experience in Boards. This feature allowed you to visually show which Journeys belonged together. Through conversations with you, our customers, it became increasingly clear that the limitations of the feature were preventing you from using it.
Limitations that we had already (largely) resolved on the Journey view itself (adding Metrics, spanning between ‘stages/phases’, visualizing with images and much more). Simultaneously we improved how our platform handles nested Journeys, essentially giving every Journey the summarization ‘powers’ that we previously designed our Framework Feature for.
So now, it's time to gradually bid farewell to Journey Hierarchies and transition everything to Journey Frameworks.
We also realize that the naming here is confusing.
In the App Menu we called the heading under which you could add Frameworks ‘Journey Hierarchies’. A Framework would have multiple Boards, which then had Journeys in them.
In the new situation you will be able to add any Journey to your App Menu under the heading Journey Frameworks. The core idea being that by utilizing nesting, you can create the Frameworks of the CX that you want to socialize in your organization. More power to customize for you!
What’s in it for you?
Improved storytelling on your Frameworks because you can now add any type of lane including images, and metrics!
The platform becomes simpler to understand; it’s Journeys all the way down.
Re-usability of improvements; when we improve e.g. filtering capabilities for the highest level of Journeys, they’ll be available for lower levels as well.
Moving from Journey Hierarchies → Journey Frameworks
We do need your help to move from hierarchies to Journey frameworks, but we believe that you’ll love it.
It involves just 5 steps:
Create your Framework Journey
Name the phases in the Journey according to your boards in your framework
Name the steps in the Journey according to the stages in your boards
Add the nested Journeys that live in each board into a nested Journeys lane in your new Framework Journey
Add the Framework Journey to the App Menu and delete the old Framework
Create your Journey Framework
You’ll create a new Journey that functions as the Framework you have already set up. Here you see how I create a new Journey with the same name as the Framework that I want to move.
I choose the ‘Lifecycle Journey’ template because it automatically adds a summary lane and is designed for this level of Journey. You can of course use any template that suits your needs!
Immediately you see how we now can utilize the extra capabilities that a Journey brings even on this level. Like Metrics, but also Key Opportunities, Insights and Solutions (and images).
Name the phases in the journey
In the Journey you just created edit the phases to correspond to the boards that were in your Framework. In this case:
Discovery
Onboarding
Habit building
Mastery
Delete phases you don’t need.
Name the steps according to the stages in your boards
Now that each board is a phase, the stages become steps.
In some cases this might result in a very long Journey (e.g. when you have a lot of stages in each board). You could solve for that by e.g. creating a Journey ‘above’ the highest level that summarizes that Journey.
In the nested Journeys lane you can now add the Journeys you had in your boards.
If you have multiple lanes in your boards you can also add additional lanes in your Journey. The only thing that is not possible is to have different lanes per board (although if you’d want to you could create a Framework Journey that captures your boards as separate Journeys, essentially adding another level in between).
Add the Journey Framework to the app menu
If you’re a workspace admin, you can add the Journey through its menu or search for it after pressing the + button next to the "Journey frameworks" heading. The Framework Journey will then be visible to everyone in your workspace, serving as an entry point for understanding your experience.
If you’re not a workspace admin, ask your admin to do this for everyone!
Finally you can go back to the Framework under the ‘Journey Hierarchies’ you just migrated, and delete it. Remember to check ‘also delete boards’ to remove them as well.