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Create Your Journey

Create a journey, configure its goal, access control, assigned admin, notifications, and achievements, add and configure its steps, then publish it to members.

A journey experience is the guided onboarding flow your users see when they log in. This article walks you through creating a journey, adding steps, setting your audience, and publishing.

💡What changed? Onboarding is now called Journeys, and tasks are now called Steps. Journeys also include new features like goals, cover images, achievements, completion tracking, auto-complete, prerequisites, and due dates.

📖 What Is a Journey?

A journey is a guided sequence of steps that appears in a user’s dashboard when they log in. It walks users through the key actions they should take first—such as watching a welcome message, completing their profile, or finishing a quick-start course.

Journeys trigger on every login until all steps are completed. Each journey includes a goal that tells users what they’re working toward, and completion tracking so both you and your users can see progress at a glance.

✨ Why Journeys Matter

A well-built journey helps you:

  • Guide users through a clear first-time experience

  • Reduce confusion and overwhelm

  • Increase early activation and engagement

  • Deliver consistent results across all new users

  • Track completion progress with built-in percentage tracking

  • Reward users with achievements upon completion

Your journey defines how effectively new users get started.

🛠️ Step 1: Create Your Journey

  1. Go to Journeys in the left navigation of your CustomerHub admin.

  2. Click the + button in the top right to create a new journey.

  3. Enter a clear, recognizable Name such as “New Member Quick Start” or “Course Onboarding.”

  4. Add a Journey’s Goal — this tells users what they’re working toward (e.g., “Get started with your FirstWave membership”).

  5. (Optional) Click ADD COVER to upload a cover image for your journey.

  6. You now have a journey ready to configure.

⚙️ Step 2: Configure Your Journey Info

On the INFO tab, configure the following settings:

Access Control

Choose who gets access to this journey:

  • Only users who have been given access — you manually assign users to this journey

  • Specific segments — users in selected segments automatically get access

Assigned Admin

Select the default admin who will be assigned to this journey. This is the team member responsible for managing and overseeing the journey.

Notifications

Toggle notification options:

  • Notify users as soon as they get access — sends an alert when a user is added to the journey

  • Send ongoing reminders until completed — keeps nudging users until they finish all steps

Achievements

Optionally attach an achievement that users earn when they complete this journey. Achievements are created here and managed alongside your other achievements.

📋 Step 3: Add and Configure Steps

  1. Click the STEPS tab, then click the + button to add a new step.

  2. Enter a clear, action-focused step Name such as “Watch the Welcome Video” or “Complete Your Profile.”

  3. Add short Instructions that help users understand what the step is and why it matters.

  4. Choose who the step is Assigned to (either an Admin or the user).

  5. Under Prerequisites, set the Visibility to control when the step becomes available:

    • Available immediately — step is visible right away

    • After completing previous steps — step is gated behind earlier steps

  6. Set the Completion criteria:

    • Completed by — choose who can mark the step complete (user or admin)

    • Auto-complete — toggle on to automatically complete the step when the user meets the criteria

  7. (Optional) Under Schedule, toggle Add a due date and specify the number of days until the step is due.

  8. Click SAVE to save the step.

Repeat this process for each step in your journey.

💡Tip: Drag steps to reorder them. Users see steps in the order you set.

🚀 Step 4: Publish Your Journey

Once you have added all steps and configured your journey info, publish your journey by toggling the status from DRAFT to LIVE at the top of the page.

⚠️Important: Once the journey is published, all users included in the selected audience will see the journey on login and will continue to until all steps are completed.

✅ Best Practices

  • Use short, simple steps users can complete quickly

  • Keep the total number of steps between 3–7

  • Use one action per step

  • Begin with confidence-building quick wins

  • Avoid long videos or complex instructions

  • Use prerequisites only when they improve clarity

  • Always set a Journey’s Goal so users know what they’re working toward

  • Use auto-complete for informational steps (like watching a video)

  • Use the PREVIEW button to test your journey flow before publishing

❓ FAQ

Can I reorder steps?

Yes. Drag steps into any order inside the journey editor.

What is the Journey’s Goal?

The goal is a short description that tells users what they’re working toward. It appears on the journey and helps set expectations. Journeys without a goal will show a “missing goal” warning.

What happens when a user completes all steps?

The journey stops triggering at login and the user proceeds directly into your content. If you’ve attached an achievement, they’ll earn it automatically.

Can I update steps later?

Yes. You can modify names, instructions, completion criteria, and step order anytime.

What’s the difference between auto-complete and manual completion?

Auto-complete marks the step done automatically when the user meets the criteria. Manual completion requires the user to click Complete themselves.

Can I assign a journey to specific segments?

Yes. Use the Access Control dropdown on the INFO tab to assign the journey to specific segments.

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