What is the experience graph?
Overview
The experience graph is a line chart that appears in the Experience lane of a journey. It shows how the customer's experience changes from step to step — based on the experience impact scores you've assigned to insights. Rather than something you manually draw, the graph is automatically calculated from the data already in your journey.
It's a quick way to see where the customer experience is strong, where it breaks down, and where the biggest opportunities for improvement are.
What it shows
The graph draws a continuous line across all steps in a journey. Each point on the line represents the average experience score for that step, calculated from the insights mapped there.
- A higher point means a more positive experience at that step
- A lower point means a more negative or painful experience
- The y-axis runs from −2 (very negative) to +2 (very positive), with 0 as neutral
Steps marked as a moment of truth appear as a star on the graph instead of a circle — useful for spotting where the highest-stakes moments land on the curve.
How the score is calculated
The graph doesn't use manually entered values. It calculates each point as a weighted average of the experience impact scores on insights linked to that step.
A few things to know about how this works:
- Insights with no experience score, or with a weight set to 0, are excluded from the calculation
- If no weight is set on an insight, it defaults to 100
- Insights linked to multiple personas are counted once per persona in Aggregated view
This means the graph is only as useful as the scoring on your insights — the more consistently you score your pains and gains, the more meaningful the curve becomes.
Aggregated view vs. Individual view
You can switch how the graph displays using the Configure menu in the Experience lane header.
Aggregated shows a single line across the journey for all personas combined. The line color changes based on the score:
- Green = positive (above +0.666)
- Yellow = neutral (between −0.666 and +0.666)
- Red = negative (below −0.666)
Individual shows one line per persona, each in that persona's color. This makes it easy to compare how different personas experience the same journey steps.
The Individual option is only available when personas have been added to the journey. If no personas are assigned, the graph defaults to Aggregated view.
The persona legend
Below the graph, a legend shows each persona as a chip. You can use this to show or hide individual personas from the graph — which also affects the Aggregated calculation when personas are toggled off.
Personas appear in the legend if they're linked to the journey, or if they appear on any insight in any step — even if they haven't been formally added to the journey.