{"id":1057251,"date":"2026-02-12T16:25:31","date_gmt":"2026-02-12T23:25:31","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=1057251"},"modified":"2026-02-21T05:44:43","modified_gmt":"2026-02-21T12:44:43","slug":"introducing-journey-layers-reducing-clutter-to-increase-understanding","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/introducing-journey-layers-reducing-clutter-to-increase-understanding\/","title":{"rendered":"Introducing &#8211; Journey Layers &#8211; Reducing clutter to increase understanding"},"content":{"rendered":"\n<p>Journey maps can be complex. Having a holistic view of journeys across touch points and lifecycle &#8211; by design needs to be elaborate and comprehensive. However &#8211; different parts of the business need focus and clarity around what they actually can do.&nbsp;<\/p>\n\n\n\n<p>Introducing Layers &#8211; we\u2019ve now developed the concept of layers in maps that allow for selectively surfacing lanes as well as phases of the journey into a clean digestible view.&nbsp;<\/p>\n\n\n\n<p>Layers allow CX professionals to connect different parts of the journey &#8211; without sacrificing the overall architecture of a complex map. This model allows you to \u201cfocus\u201d on some phases &#8211; and lanes &#8211; to have a clear view when you talk to a team about needs, wants and improvements &#8211; but have a common arc for understanding the whole journey.\u00a0<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Introducing Journey Layers: A New Way to Simplify Complex Journey Maps\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/97qmcKwYq-Q?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>With the ability to share layers &#8211; CX researchers can easily collaborate with multiple teams (that all affect the overall CX) seamlessly and even in parallel paths.&nbsp;<\/p>\n\n\n\n<p>Each layer in a map is a \u201cfiltered view\u201d into the overall map \/ that can be shared with different stakeholders and journey owners. This creates a \u201cclean \/ focused\u201d view of the section of the map &#8211; that can have its own;<\/p>\n\n\n\n<ul>\n<li>Comments &amp; Suggestions&nbsp;<\/li>\n\n\n\n<li>Collaboration&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>This allows Journey owners and operational teams to be focused on their solo &#8211; this increases velocity of execution without getting too distracted with other issues &#8211; that are truly beyond their own control.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"503\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/02\/layers-2-1024x503.jpg\" alt=\"\" class=\"wp-image-1057285\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/02\/layers-2-1024x503.jpg 1024w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/02\/layers-2-300x147.jpg 300w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/02\/layers-2-768x378.jpg 768w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/02\/layers-2-1536x755.jpg 1536w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/02\/layers-2-scaled.jpg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">The reExperience Layers<\/h2>\n\n\n\n<p>With the reExperience concept &#8211; invented by Mike Burn &amp; Erik Koto &#8211; lends itself naturally to layered approach to experience design. The fours founding pillars of experience design are;<\/p>\n\n\n\n<ul>\n<li>Pre &#8211; how to design &amp; build anticipation&nbsp;<\/li>\n\n\n\n<li>Lived &#8211; actual experience&nbsp;<\/li>\n\n\n\n<li>Alt &#8211; the road not taken. Alternative experiences.&nbsp;<\/li>\n\n\n\n<li>Re &#8211; How we think and remember our lived moments.&nbsp;<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"782\" height=\"1024\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/02\/image-782x1024.jpeg\" alt=\"\" class=\"wp-image-1057252\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/02\/image-782x1024.jpeg 782w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/02\/image-229x300.jpeg 229w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/02\/image-768x1006.jpeg 768w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/02\/image-1173x1536.jpeg 1173w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/02\/image.jpeg 1206w\" sizes=\"(max-width: 782px) 100vw, 782px\" \/><\/figure>\n\n\n\n<p>With the layers model &#8211; each experience segment can be modeled as a layer in the overall context. A Pre, Lived, Alt and Re-Experience layer will allow service and experience designers to think about each of the these areas and design holistic models that actually increase affinity and loyalty with customers &#8211; with design and intent.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"QuestionPro Journey Management - Layers\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/hKPwKRgZlhE?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><figcaption class=\"wp-element-caption\">How to add layers to your Journey Map<\/figcaption><\/figure>\n\n\n\n<h1 class=\"wp-block-heading\">Resource Hub<\/h1>\n\n\n\n<p><a href=\"https:\/\/www.questionpro.com\/help\/customer-experience\/Layers.html\">How to setup\/visualize Layers in QuestionPro Journey Management<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Journey maps can be complex. Having a holistic view of journeys across touch points and lifecycle &#8211; by design needs [&hellip;]<\/p>\n","protected":false},"author":93,"featured_media":1058361,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[6],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Introducing - Journey Layers - Reducing clutter to increase understanding | QuestionPro<\/title>\n<meta name=\"description\" content=\"Journey maps can be complex. 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