Journey content is the supporting material your users need to complete each journey step with confidence. This article covers what content to prepare, how to create it, and best practices for keeping your journey flow clear and effective.
💡What changed? Onboarding is now called Journeys, and tasks are now called Steps. Steps include new features like auto-complete, prerequisites, completion criteria, due dates, and more — giving you more control over how users progress through your flow.
📝 What Content Is Needed for Journey Steps?
Journey content is the supporting material users need to complete your journey steps quickly and confidently. This usually includes short videos, clear instructions, simple checklists, downloadable files, or links to key areas of your product.
Your goal is to help users complete each journey step with minimal friction and maximum clarity.
Each step in CustomerHub includes an Instructions field where you provide the guidance users see when they open the step. Keep these instructions concise and action-oriented.
✨ Why Creating Content Matters
Preparing the right content ensures that:
Users understand what to do and why
Steps are easy to complete
The journey flow feels guided and supportive
Early wins lead to higher engagement and retention
Completion criteria are clearly defined for each step
The best journey experiences feel helpful without being overwhelming.
📦 Types of Content You May Need
Journey steps in CustomerHub can include:
Short instructional videos — embed or link a video walkthrough
Text instructions — step-by-step guidance written directly in the Instructions field
Links to specific pages or lessons — deep-link users to the right place in your product
Downloadable files — PDFs, worksheets, or reference guides users can save
Audio messages — quick audio walkthroughs or encouragement
Checklists or quick-start guides — simple overviews of what to do
Agreements — terms of service or contracts users must accept
Custom code — embed forms, interactive elements, or third-party tools
Choose the content type that best supports each step’s purpose.
🛠️ How to Create Your Journey Content
Review your mapped journey steps
Use your journey plan to identify the specific actions users will take. Each step should have a clear purpose.Determine what support each step requires
Some steps may need a video walkthrough, while others only need a sentence or two of instruction. Match the content to the step’s complexity.Create short, action-focused content
Aim for simplicity. Most journey content should take less than 1–2 minutes to watch or read.Keep your instructions clear and direct
Tell users exactly what to do, where to click, or what to complete. Write this in the Instructions field on each step.Choose your completion criteria
Decide whether each step should be completed manually by the user, auto-completed when they view it, or completed by a specific role (admin vs. user). Set this using the Completion criteria section on the step form.Set prerequisites if needed
Use the Visibility dropdown under Prerequisites to gate steps behind other steps. For example, require “Watch Welcome Video” before “Complete Profile.”Prepare all assets before building your steps
This makes creating your journey flow faster and more organized.
📋 Understanding the Step Form
When you create or edit a step in CustomerHub, you’ll see these fields:
Field | What It Does |
Name | The step title users see in the journey |
Slug | The URL-friendly identifier for the step |
Instructions | The guidance and content users see when they open the step |
Assigned to | Who is responsible for this step (e.g., User) |
Visibility | Prerequisites — gate this step behind other steps (Available immediately or After completing previous steps) |
Completed by | Who can mark this step complete (user or admin) |
Auto-complete | Toggle to automatically mark the step complete when the user meets the criteria |
Schedule | Optional due date for when the step should be completed |
💡Tip: Use the PREVIEW button at the top of your journey to see exactly how your step instructions and content appear to users.
✅ Best Practices for Journey Content
Keep videos under 2 minutes whenever possible
Use simple language and avoid jargon
Focus on one action per step
Provide reassurance and encouragement
Avoid long explanations or unnecessary details
Link directly to relevant pages when possible
Use auto-complete for informational steps (like watching a video)
Use prerequisites to enforce a logical step order
Set due dates only when time-sensitive completion matters
Test your flow using PREVIEW before publishing
📌 Examples of Journey Content
Welcome content:
60–90 second welcome video
A short message explaining what’s next
Auto-complete enabled — viewing the step is the action
Action-based content:
Quick screen recordings with step-by-step instructions
A downloadable PDF cheat sheet or reference guide
Manual completion — user clicks Complete when done
Setup content:
How to complete a profile
How to access the main product area
How to join the community or introduce themselves
Agreement content:
Terms of service or community guidelines
User must accept the agreement to complete the step
📋 Journey Content Checklist
Use this checklist when preparing content for your journey steps:
☐ Each step has clear, concise instructions
☐ Content is action-focused (tells users what to do)
☐ Videos are under 2 minutes
☐ Downloadable files are ready to attach
☐ Completion criteria are set for each step (manual, auto-complete, or admin)
☐ Prerequisites are configured for steps that depend on earlier ones
☐ Due dates are set only where needed
☐ Flow has been tested with PREVIEW
❓ FAQ
Do I need content for every step?
Not always. Some steps may only require a brief instruction in the Instructions field.
Should I create highly produced videos?
No. Short, simple recordings are often more effective and faster to produce.
Can I update content later?
Yes. Step content can be updated, replaced, or streamlined anytime without rebuilding your entire journey flow.
What’s the difference between auto-complete and manual completion?
Auto-complete marks the step done automatically when the user meets the criteria (e.g., views the step). Manual completion requires the user to click Complete themselves.
Can I gate steps behind other steps?
Yes. Use the Visibility dropdown under Prerequisites to set a step as “Available immediately” or only after completing earlier steps.
Can I embed custom code in a step?
Yes. Steps support custom code so you can embed forms, interactive elements, or third-party tools directly within the step.