How We Put Together Journey Maps

The Problem with Other Customer Journey Solutions

For our customer journey research, marketing teams from different brands shared their internal planning documents, including diagrams and spreadsheets for how they planned to run and orchestrate campaigns. These documents work as both an organizational tool for what needs to be deployed on what platform and how those different touchpoints can be orchestrated together.

An example of a lifecycle map for a banking app. This map mixes milestones with messages to represent the onboarding flow.

How We Made Journeys Easier with Maps

We observed this workflow, and others like this, and saw an opportunity to make building, deploying and tracking messaging across milestones a whole lot easier. We developed a “branching” like system where marketing teams can quickly map the lifecycle as interconnecting journeys and view them together in a map.

Banking app onboarding flow from above re-created as a Journey Map. This visualization focuses on the performance of Journeys by milestone.

Journey Maps Examples

We’re confident that marketers will find Journeys easy and helpful to use with the new mapping functionality. We already had great adoption of Journeys from our customer base with over 150 Journeys deployed across 27 customers, so it was a quick start to find marketing teams willing to participate in product discovery.

Appointment Scheduling Journey Map with two alternatives paths: one for customers who successfully visited the doctor’s office and the other for those who cancelled their appointment.
Onboarding Journey Map driving customers to become rewards members.

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Urban Airship is now Airship! Leading brands trust us to help them achieve digital growth. We make mobile moments magic. www.airship.com

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Airship

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Urban Airship is now Airship! Leading brands trust us to help them achieve digital growth. We make mobile moments magic. www.airship.com