How to use the experience graph

Overview

The experience graph gives you a visual read of how the customer experience changes across a journey. To get meaningful results, you need to score the insights on your journey steps and (optionally) add personas. This guide walks you through setting up and reading the graph.

Before you start

  • Insights should already be mapped to steps in your journey — the graph is built from those
  • To change the Include nested data setting, you need content-edit permission on the journey
  • The journey must not be locked to configure the Experience lane

Steps

1. Make sure your insights are mapped to journey steps

The graph only calculates data for steps that have scored insights linked to them. If insights aren't placed in steps, those steps will appear as gaps in the curve.

Go to your journey and check that your pains and gains are added to the relevant steps.

2. Add experience impact scores to your insights

Open each insight and assign an experience impact score. This is what drives the graph.

A few guidelines for scoring:

  • Score pains and gains — these directly reflect the customer experience
  • Avoid scoring neutral insight types like needs, jobs, or observations, so they don't add noise to the curve
  • For individual quotes or data points: give them an experience score but set the weight to 0 — this way they're captured but don't overpower the pains and gains in the average

Adding personas lets you see how different customer types experience the same journey differently.

  1. Open the journey
  2. Go to the journey settings or personas section
  3. Add the relevant personas

Once personas are added, you can switch to Individual view in the Experience lane to see a separate line per persona.

4. Open the Experience lane

The Experience lane appears on your journey canvas. If it's collapsed, select it to expand it and reveal the graph.

5. Switch between Aggregated and Individual view

  1. Select the Configure icon in the Experience lane header
  2. Under Journey personas, choose Aggregated or Individual

Use Aggregated for an overall view of the experience across all personas. Use Individual to compare how each persona experiences each step.

6. Show or hide personas

Use the persona legend below the graph to toggle individual personas on or off. This affects both which lines appear (in Individual view) and which data is included in the average (in Aggregated view).

7. Include experience from nested journeys (optional)

If your journey has child journeys nested inside steps, you can include their insight scores in the graph too.

  1. Select the Configure icon in the Experience lane header
  2. Toggle on Include nested data

This is useful when you're working at a higher level and want to see the rolled-up experience across a journey hierarchy.

Reading the curve

Once scored, use the graph to guide decisions:

  • Lowest points = highest-friction steps — good starting points for investigation
  • Big drops between steps = moments where something breaks down in the journey
  • Moments of truth (marked with a star) = high-stakes steps worth paying close attention to
  • Persona differences = steps where one persona struggles more than another, even if the path is the same

Tips

  • The graph is most useful when you score consistently across your journey — partial scoring creates misleading dips or flat lines
  • You don't need to score every insight, just the ones that reflect direct experience impact (pains and gains)
  • When comparing personas, look for steps where the lines diverge most — that's usually where the experience differs most significantly
  • PDF exports always use Aggregated view, regardless of what's showing on screen