How to add phases, steps, and lanes to a journey

When creating a Journey, you should think about mapping out each part of your Persona’s path towards an end goal. For example, imagine a scenario where a healthcare organization engages a tech savvy millennial needing a medical appointment. Their path may start with awareness, as they learn about your organization’s local clinic. From there, they may progress to the consideration stage by requesting additional information, then proceed to select your clinic, schedule an appointment, attend the appointment, and eventually become a recurring client (loyalty stage).     

Adding phases to a Journey

Multiple steps can be grouped into a phase. To add a new phase, click the "+" icon between existing phases and select "Add phase." You can name the phase and drag it to reposition it within the journey.

To edit a phase (e.g., change its color), click the three dots at the end of the phase. To rename it, simply click the phase name and type the new name.

Adding steps to a Journey

A step is any touch point someone has with a product, service, or organization. It can be an interaction (with a digital interface, machine, or person) or an activity (like walking or waiting). The level of detail of each step will depend on the scale of your journey. There can be (long) breaks between steps and they do not have to happen in chronological order. People can also take multiple paths between steps. Before mapping steps, it's crucial to determine where a Journey should start and end, as well as its level of detail. Macro journeys provide a high-level overview of an experience or customer lifecycle, while micro journeys offer a detailed view of specific interactions.

You can add a step within a phase in a Journey by hovering between steps in the step lane and clicking on the + button. You can name it and drag it across the journey to move it around. You can mark it as the moment of truth by clicking on the three dots on the right side of the step.  

Adding lanes to a Journey

Hover between a lane and click the black + ‘Add lane to journey’ button. You’ll have the option of adding a Building block lane (Insights, Opportunities, Solutions, Metrics, Nested Journeys, or Step links), Summary lanes, or a Basic lane (Text, Image, Giphy, Comments, Links, Channels, Tags). You can choose any color for your lane by clicking on the three dots next to the lane’s name. 

If you are using the old UI-

To add a phase, hover over any phase, click on the pencil icon, and choose “add new phase”. To edit a phase, after clicking on the pencil icon, click on the three dots of each phase.
To add a step, hover between steps in the step lane and click on the + button.