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Creating and Managing Journeys

A journey is a sequence of steps that represents a user's path through your product or service. Journeys help you understand how people progress from one stage to another, identify where they drop off, and measure completion rates.

Journeys are ideal for tracking multi-step processes like onboarding flows, feature adoption, purchase funnels, or any sequence of events or segment memberships.

How journeys work​

A journey consists of:

  • Steps - A sequence of events or segment memberships that people progress through
  • Timeframe - The time window for tracking journey completion
  • Goal - The desired outcome or completion criteria
  • Analytics - Metrics showing how people move through the journey

People enter a journey when they complete the first step. They progress through subsequent steps in order, and the journey tracks their progress within the specified timeframe.

Journey steps​

Journey steps define the path people take. Each step can be one of two types:

Event steps​

An event step tracks when people perform a specific event. For example:

  • user_signed_up - User completes signup
  • payment_completed - User completes a payment
  • feature_used - User uses a specific feature

Event steps are triggered when the specified event is tracked for a person.

Segment steps​

A segment step tracks when people enter or exit a segment. You can configure:

  • In segment - Person enters the specified segment
  • Not in segment - Person exits the specified segment

Segment steps are triggered when a person's segment membership changes to match the step criteria.

Creating a journey​

To create a journey:

  1. Go to Journeys and click Create Journey
  2. Step 1: Journey Information - Configure basic details
  3. Step 2: Journey Steps - Add and arrange steps
  4. Review and create

Step 1: Journey Information​

Configure the following:

Journey name​

Give your journey a descriptive name that clearly identifies its purpose.

Example: "Wallet Funding Journey", "Onboarding Flow", "Purchase Funnel"

Description​

Describe the purpose and context of the journey. This helps team members understand what the journey tracks.

Example: "Tracks users from signup through their first wallet funding transaction"

Goal​

Define the desired outcome or success metric for the journey.

Example: "Increase completion rate to 75%", "Reduce dropoff by 20%", "Complete onboarding in under 5 minutes"

Tracking timeframe​

Set the time window for tracking journey completion. People must complete all steps within this timeframe to be counted as completers.

Options:

  • Minutes - For short, immediate journeys
  • Hours - For journeys that should complete within hours
  • Days - For journeys spanning multiple days
  • Weeks - For longer journeys
  • Months - For extended processes

Example: If you set "30 days", people must complete all steps within 30 days of starting the journey.

Creating a journey step 1

Step 2: Journey Steps​

Add the steps that make up your journey:

Adding steps​

  1. Choose the step type:

    • Event - Select an event from your tracked events
    • Segment - Select a segment and operator (in/not in)

  2. Click Add Step to add it to the journey

  3. Repeat to add more steps

Step requirements​

  • Minimum 2 steps - Journeys must have at least two steps
  • Order matters - Steps are processed in the order they appear
  • Unique steps - Each step should represent a distinct stage

Reordering steps​

You can reorder steps by dragging and dropping them. The order determines the sequence people must follow.

Editing and removing steps​

  • Edit - Click edit on a step to modify it
  • Remove - Click remove to delete a step from the journey
Creating a journey step 2

Journey example​

Here's an example of a wallet funding journey:

Step 1: Event - user_signed_up
Step 2: Segment - In "Verified Users" segment
Step 3: Event - wallet_funding_initiated
Step 4: Event - wallet_funding_completed

Timeframe: 7 days
Goal: "75% of users complete wallet funding within 7 days of signup"

This journey tracks users from signup through wallet funding, measuring how many complete the process within a week.

Editing journeys​

You can edit existing journeys:

  1. Go to Journeys and click on the journey
  2. Click Edit
  3. Modify journey information or steps
  4. Save changes

Note: Changes to journeys affect how future progress is tracked. Historical data remains unchanged.

Editing Journey

Journey limitations​

  • Minimum steps - Journeys require at least 2 steps
  • Timeframe - People must complete within the specified timeframe
  • Order - Steps are processed sequentially
  • Historical data - Editing a journey doesn't change past tracking data

Use cases​

Onboarding journeys​

Track new users through onboarding:

  • Signup → Email verification → Profile completion → First action

Feature adoption​

Monitor feature usage:

  • Feature viewed → Feature tried → Feature used regularly

Purchase funnels​

Track purchase processes:

  • Product viewed → Added to cart → Checkout started → Purchase completed

Engagement journeys​

Measure engagement progression:

  • First login → Regular usage → Premium feature used → Subscription

Best practices​

Designing journeys​

  1. Start simple - Begin with 2-3 key steps, add more as needed
  2. Clear progression - Each step should represent a clear milestone
  3. Realistic timeframe - Set timeframes based on actual user behavior
  4. Meaningful goals - Set goals that align with business objectives
  5. Test and iterate - Monitor analytics and adjust steps as needed

Choosing steps​

  1. Use events for actions - Track specific user actions with events
  2. Use segments for states - Track user states or attributes with segments
  3. Logical sequence - Steps should follow a natural progression
  4. Avoid gaps - Ensure steps connect logically

🎉 Journeys ready!
Create journeys to track user paths and understand how people progress through your product. View Journey Analysis to learn how to analyze journey performance.