Welcome to the guide for planning, mapping, and designing your journey flow in CustomerHub. A strong journey helps new users understand what to do first, feel successful quickly, and confidently progress through your content.
This article combines three key planning steps:
🎯 Define Your Journey Goal
🧭 Map Your User’s Journey Steps
📦 Decide What Belongs in Your Journey Flow
💡What changed? Onboarding is now called Journeys. Journeys combine your onboarding flow with built-in goal tracking — so you can set a clear objective for each journey and track user progress toward it, all in one place.
🧠 Journey Planning Summary
This article helps you design a clear, focused journey in CustomerHub that gives new users direction, confidence, and an immediate sense of progress.
An effective journey isn’t just a checklist — it’s a structured experience that answers: “Where do I start?” and “What do I need to do first to succeed here?”
You’ll learn how to:
🎯 Define Your Journey Goal — a clear outcome for users to achieve early success
🧭 Map Your User’s Journey Steps — a simple, ordered path to that success
📦 Decide What Belongs — only essential, achievable steps go in the flow
When done right, your journey reduces drop-off, increases early engagement, and builds momentum — turning new users into active, confident participants from day one.
🎯 1. Define Your Journey Goal
What is a journey goal?
Your journey goal is the primary result you want new users to accomplish. It sets the direction for everything in your journey — what steps you include and what users see first.
In CustomerHub, the Journey’s Goal field lets you define this goal directly on the journey’s INFO tab. Users see this goal prominently when they open the journey, giving them clear context for why they’re completing each step.
Why it matters:
Creates clarity and purpose for every step
Builds early confidence and momentum
Guides which steps should be included
Helps users experience a first meaningful win quickly
Appears on the user’s dashboard in the RESUME JOURNEY card alongside progress
💡Tip: The Journey’s Goal field on the INFO tab is separate from any achievement you link to the journey. The goal describes the “why” — the purpose of the journey. The achievement is the reward users earn when they complete it.
✅ What Your Journey Flow Can Include
Watch a welcome video
Set up a profile or preferences
Choose a starting path
Complete a first lesson or module
Download a resource
Join the community or introduce themselves
Submit a first assignment or check-in
Accept an agreement or terms of service
💡 Tips for Choosing a Strong Journey Goal
Pick something users can achieve in their first session
Align it with the core value of your product or membership
Make sure it’s actionable and trackable
Keep it focused — avoid combining multiple outcomes
Ensure it creates momentum for continued engagement
Write it as a clear sentence in the Journey’s Goal field — this is what users see
🛠️ How to Define Your Goal
Identify the first meaningful action a new user should take. Think about what signals real progress, not just login.
Pick the quickest path to early success. This helps avoid drop-off and gives users immediate value.
Focus on one primary outcome. Don’t overwhelm users with multiple goals.
Align the goal with your product’s core promise. Choose something that reinforces why they joined.
Plan for 3–7 supporting steps. Enough to guide, but not too much to create friction.
Enter the goal in the Journey’s Goal field on the INFO tab when creating your journey in CustomerHub.
📌 Examples
“The goal of this journey is to get started with your FirstWave membership.”
“Complete the Start Here module and set up your profile.”
“Watch the welcome video and complete your first action.”
“Finish your first lesson and download the starter worksheet.”
“Join the community and introduce yourself.”
❓ FAQs – Journey Goal
What if I have multiple user types?Create separate journeys for each type, each with a focused goal. Use Access Control to assign the right journey to the right users.
What if users skip the journey?The journey will persist on their dashboard in the RESUME JOURNEY section until all steps are complete.
Can I change the goal later?Yes — journeys are fully editable at any time. Update the Journey’s Goal field on the INFO tab.
What’s the difference between a Journey’s Goal and an Achievement?The goal describes what the journey is for — users see it at the top of the journey. An achievement is an optional reward they earn when they complete all the steps. You can link an achievement to your journey from the INFO tab under Achievements.
🧭 2. Map Your User’s Journey Steps
What are journey steps?
These are the essential actions users should take right after they first access your journey. They help users understand where to start, what to do next, and how to make progress quickly.
In CustomerHub, each step lives on the STEPS tab of your journey. Steps can include instructions, videos, files, links, custom code, and even an auto-complete option that marks the step done automatically when a user views it.
🔍 Why Mapping Steps First Matters
Provides structure for new users
Increases completion of key actions
Reduces decision fatigue and overwhelm
Helps ensure your journey is effective and purposeful
🛠️ How to Map Steps
Identify actions that lead to early success. Ask: what should users do in their first session to feel like they’re winning?
Order the actions from simple to impactful. Start with easy wins and build momentum.
Group actions into a short sequence (3–7 steps). This keeps the flow focused and achievable.
Determine what content each step needs. You might need to create a video, add a link, attach a file, or embed custom code.
Decide which steps should auto-complete. Informational steps (like watching a welcome video) can auto-complete when viewed, while action steps (like completing a profile) should require the user to click Complete.
Turn each into a specific journey step. Steps should be short, clear, and singular in focus.
📌 Examples
Simple Start:
Watch the welcome video
Complete the first quick-start step
Explore the main content area
Profile & Setup:
Watch welcome message
Complete profile
Choose path or level
Access the Start Here section
Course Launch:
Watch module overview
Complete Lesson 1
Mark step complete
Download starter worksheet
✅ Tips
Keep steps simple and clear
Avoid long videos or complex actions
Give users a win in the first few minutes
Keep the sequence linear early on
Use auto-complete for steps where viewing is the action
Use Accept Agreement or Download File actions for steps that need a specific interaction
❓ FAQs – Mapping Steps
What if my product has a lot of features?Start small — focus on what’s essential for activation, not mastery.
Can I use videos or links?Yes. Steps can include instructions, videos, files, custom code, or deep links.
Can steps be marked complete automatically?Yes — enable the auto-complete toggle on any step to mark it done when a user views it. Steps without auto-complete require the user to click Complete manually.
📦 3. Decide What Belongs in Your Journey Flow
What belongs?
A journey is a sequence of actionable steps for users to complete during their first session. Each step should be clear, simple, and directly support the journey goal.
Why it matters:
Builds early momentum
Prevents overwhelm
Increases engagement and clarity
Encourages meaningful progress
🛠️ How to Decide What Belongs in Your Flow
Start with essential steps tied directly to your journey goal. If a step doesn’t help achieve the goal, it doesn’t belong.
Focus on short, simple actions that guide early progress. Steps should take 1–3 minutes.
Limit to first-session steps only. Save deeper setup or training for later.
Choose steps that are easily explained and quickly completed. Each one should feel like a quick win.
Prioritize clarity. Don’t combine multiple actions in one step. Keep it linear and easy to follow.
✅ Examples of Steps That Belong
Watch a welcome video
Complete profile setup
Choose a learning path
Join the community
Complete first lesson or quiz
Download a key resource
Accept terms or an agreement
🚫 Examples of What Does NOT Belong in a Journey Flow
Multi-step or time-intensive assignments
Optional or advanced resources
“Nice to have” actions not tied to early success
Detailed tutorials that users won’t need right away
❓ FAQs – What Belongs in a Journey
Should I include every setup step?Only the ones needed for early success. Save advanced setup for later.
What if I want to include extra resources?Link to them from inside your product, not the journey flow.
Can journey steps include media or downloads?Yes — steps support video, files, links, custom code, and more to help users complete them.
🚀 Putting It All Together in CustomerHub
Once you’ve planned your journey, here’s how the pieces map to the CustomerHub admin:
Planning Step | Where in CustomerHub |
Journey Goal | INFO tab → Journey’s Goal field |
Cover Image | INFO tab → ADD COVER button |
Journey Name & Slug | INFO tab → Name and Slug fields |
Steps | STEPS tab → Add and configure each step |
Who gets access | INFO tab → Access Control |
Assigned Admin | INFO tab → Assigned Admin dropdown |
Notifications | INFO tab → Notification toggles |
Completion reward | INFO tab → Achievements section |
User management | USERS tab → View and manage users |
💡Tip: Use the PREVIEW button at the top of any journey to see exactly what users will experience — including your goal text, cover image, steps, and progress bar.
✅ Journey Planning Checklist
Use this checklist before building your journey in CustomerHub:
☐ Defined a single, clear journey goal
☐ Written the goal as a member-facing sentence for the Journey’s Goal field
☐ Mapped 3–7 steps ordered from simple to impactful
☐ Each step has one clear action
☐ Identified content needed per step (video, file, link, custom code)
☐ Decided which steps should auto-complete vs. require manual completion
☐ Removed anything non-essential or time-intensive
☐ Confirmed the flow can be completed in one session
☐ Considered adding a cover image for visual appeal
☐ Decided whether to link an achievement for completion