Journey Map Building Blocks: Stages, Steps, and Lanes

Journey maps are structured using three key building blocks: Stages, Steps, and Lanes. These components help you organize the customer experience into clear phases, actions, and perspectives, making it easier to analyze and improve journeys end to end.

Watch this video for a quick overview of journey map building blocks and how to add stages, steps, and lanes while editing a journey map.

• Stages represent the high-level phases of the journey, such as onboarding, usage, or support.
• Steps capture the individual actions, touchpoints, or moments that occur within each stage.
• Lanes run horizontally across the journey map and are used to organize different types of information, such as customer actions, emotions, pain points, or internal ownership.

Step 1: Open the journey map you want to edit.

Step 2: Hover over an existing stage or step name in the journey map.

Step 3: When you hover, a + (add) button appears next to the stage or step name.

Step 4: Click the + button to add a new stage or step.

Step 5: Enter a name for the new stage or step to continue building your journey.

Step 1: Open the journey map in edit mode.

Step 2: Hover your cursor between any two existing lanes.

Step 3: A + (add) button appears between the lanes.

Step 4: Click the + button to add a new lane.

Step 5: Name the lane and use it to capture relevant information across the journey.

Yes. You can add, update, or reorganize stages, steps, and lanes at any time while editing a journey map. This flexibility allows you to refine your journey as new insights and requirements emerge.