Journey Frameworks

Journey Frameworks help organizations create customer journey maps faster by allowing teams to start with reusable templates instead of building every journey from scratch.

Frameworks provide predefined journey structures, phases, and touchpoints that can be reused across projects, teams, and business units. Organizations can also save their own journey maps as frameworks, creating a centralized repository of best practices and approved journey structures.

Journey Frameworks are reusable journey map templates that help teams standardize journey mapping and accelerate journey creation.

Frameworks can be used to:

• Reduce the time required to create journey maps.
• Reuse proven journey structures and methodologies.
• Standardize journey mapping across teams.
• Preserve organizational best practices.
• Support journey governance initiatives.
• Ensure consistency across departments and business units.

Journey Management supports two types of frameworks:

• QuestionPro Frameworks – Frameworks provided by QuestionPro.
• Organization Frameworks – Frameworks created by users within your organization.

• Navigate to Journey Management.


• Select the Workspace that contains the board where you want to create the journey.


• Open the desired Board.


• Click New Journey.


• Select one of the following options:
  • Organization Frameworks
  • QuestionPro Frameworks


• Select a framework.


• Click Create Journey.

The new journey map will be created using the selected framework structure. If you select the Default Framework, you can build your journey from scratch.

If you have created a journey map that you would like to reuse in the future, you can save it as an Organization Framework.

• Open the journey map you want to save.


• Navigate to Journey Settings.


• Click Save as Framework.

The framework will be added to the Framework Library and will be available for future journey creation.

• From the left navigation menu, click Frameworks.

The Framework Library displays all available frameworks:

Users can manage frameworks directly from the Framework Library.

Available actions include:

• View available frameworks.
• Edit framework names.
• Edit framework descriptions.
• Delete frameworks.
• Reuse frameworks across multiple journey maps.

• Create organization-approved journey templates for governance and consistency.
• Standardize customer lifecycle journeys across teams.
• Create repeatable onboarding and retention journeys.
• Scale journey mapping programs across departments.
• Reuse successful journey structures across regions, products, and customer segments.
• Accelerate journey creation for consultants and agency teams.

Can I modify a journey after creating it from a framework?

Yes. Once a journey map is created from a framework, it becomes an independent journey and can be modified as needed.

Can I create my own frameworks?

Yes. Any existing journey map can be saved as an Organization Framework.

Can multiple teams use the same framework?

Yes. Frameworks are designed to be reused across teams, departments, and business units.

Can I edit the contents of a framework?

No. Currently, users can only edit the framework name and description. To change the framework structure, create a new journey with the desired changes and save it as a new framework.

What happens if I update a framework?

Changes apply only to the framework metadata (name and description). Existing journey maps are not affected.

What happens if I delete a framework?

Deleting a framework removes it from the Framework Library but does not impact any existing journey maps that were created from it.

• Create frameworks for commonly used journey structures.
• Establish organization-approved frameworks to support governance.
• Use clear framework names and descriptions.
• Maintain separate frameworks for different customer segments or use cases.
• Use frameworks to accelerate onboarding for new team members.