Journey Best Practices - App V5

Last Updated: March 3, 2026

What's in this article?

Design Principles

  • Start Simple: Build the core linear path first, validate it, and then layer on parallel steps or paths.
  • Plan for Exceptions: Always ask, "What happens if a customer says No or fails a check?" Ensure your paths account for these "rejection" loops.

Naming Conventions

Always prioritize clarity over technical brevity.

  • Wrong: "New_Acct_Sync_01" (Too technical)
  • Better: "Customer Onboarding" (Business-focused)
  • Wrong: "Review" (Too vague)
  • Better: "Manager Approval" (Action-oriented)

Collaboration

  • The Review Cycle: Before publishing, present the Stages View to Business Owners to confirm the process flow, and the Steps View to Team Leads to ensure the manual workload is realistic.

Proven Design Patterns

Simple Linear
  • Use Case: Document processing or simple intake.
  • Logic:

[Start] → [Collect Info] → [Review] → [Process] → [End]

Approval Workflow
  • Use Case: Expense reports or applications.
  • Logic:

[Submit] → [Review] ──▶ [Approved?] ─┬─ (Yes) ─▶ [Process]

                                └─ (No)  ─▶ \[Notify/End\]

Tiered Support
  • Use Case: Help desks with escalation logic.
  • Logic:

[Ticket] → [Categorize] ─┬─ (Simple) ──▶ [Auto-Resolve]

                    └─ (Complex) ─▶ \[Agent\] ──▶ \[Manager Review\]

Onboarding
  • Use Case: New customer setup.
  • Logic:

[Welcome] → [Info Collection] ─┬─ [Account Setup] ──┐

                          └─ \[Send Materials\] ─┴─▶ \[Training\]

Multi-Stage Review
  • Use Case: Complex applications (e.g., Loans).
  • Logic:

[Apply] → [Initial Review] ─┬─ (Low Risk)  ─▶ [Auto-Approve]

                        └─ (High Risk) ─▶ \[Committee Review\] ─▶ \[Decision\]

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