Workspace -> Journey -> Stage -> Step -> Item here.
Core structure
Custory’s core hierarchy is:Workspace -> Journey -> Stage -> Step -> Item
One workspace can hold several journeys. Each journey is organized into stages. Each stage contains customer steps. Items attach evidence or follow-up to the moments that matter.
| Term | Plain definition | Example |
|---|---|---|
| Workspace | The shared home for one team or product area in Custory. | Custory product team |
| Journey | One customer flow the team wants to understand or improve. | Trial to paid |
| Stage | A broad phase inside a journey. | Setup |
| Step | A specific customer moment inside a stage. | Customer connects Slack |
| Item | A record attached to the journey that holds evidence, a decision, follow-up, or a metric. | Insight about setup friction |
Item groups
An item group is the lane an item belongs to. Custory’s main item groups are:- Insights
- Opportunities
- Solutions
- Metrics
- Touchpoints
Invite completion rate within 3 days belongs in Metrics, while Users hesitate to invite teammates too early belongs in Insights.
Building blocks
Building blocks is the workspace-wide library for reusable items, personas, and journeys. Use it when the same record should appear in more than one journey. Example: oneWorkspace invite email touchpoint reused on onboarding and trial-to-paid journeys.
Item types
Touchpoint
A touchpoint is a customer-facing moment, surface, or interaction where the experience happens. Example:Invite email
Insight
An insight is a learning about the customer experience. Example:Solo admins hesitate to invite teammates too early
Opportunity
An opportunity is a problem or leverage point the team may want to act on. Example:Reduce pressure at the teammate invite step
Solution
A solution is a proposed or shipped response to an opportunity. Example:Add a skip-and-return-later path
Metric
A metric is a number that tells you whether a problem matters or whether a response worked. Example:Invite completion rate within 3 days
Supporting context
Customer persona
A customer persona is a reusable customer profile that helps the team interpret the journey from the right point of view. Example:Founder-led admin at a small SaaS team
Product signal
A product signal is customer evidence from analytics, support, billing, feedback, or delivery work that can become part of the journey. Example: a drop in setup completion after a product changeAutomation
An automation is a repeatable workflow in Custory that handles routine follow-up, updates, or orchestration work. Example: a weekly journey summary posted to SlackIntegration
An integration is a connection between Custory and another tool your team already uses, such as Slack, GitHub, or PostHog. Example: linking GitHub so shipped work can stay attached to the journeyAI workspace member
An AI workspace member is AI working from the same workspace context as your team instead of from a one-off prompt. Example: asking AI to summarize the latest evidence on an opportunityWorking views and actions
Journey editor
The journey editor is the main workspace where you view the map, review items, compare priorities, and make updates. Example: switching from grid view to table view when you need to clean up owners, status, and priority fieldsSearch and filters
Search and filters are the controls that help you narrow the journey to the items, steps, or patterns you need to review. Example: filtering to open opportunities owned by the product leadMatrix view
Matrix view is the prioritization view for comparing opportunities or solutions by impact and effort. Example: comparing a quick onboarding copy fix against a larger invite-flow redesignExternal task
An external task is linked delivery work in another system that stays attached to the customer context in Custory.Version history
Version history is the record of saved journey changes that helps teams review edits and recover safely.How the pieces fit together
Raw evidence becomes a touchpoint. The touchpoint leads to an insight. The insight points to an opportunity. The opportunity can be answered with a solution. The metric shows whether the change helped. Example:- touchpoint:
Customer reaches the invite step - insight:
They are not ready to bring teammates in yet - opportunity:
Reduce pressure at the invite step - solution:
Add a skip path - metric:
Invite completion rate
Common term mixups
Signal versus item
Signal versus item
A signal is raw input. An item is the record you create inside Custory to hold the customer evidence, learning, or follow-up. For example, a support thread is a signal; the insight you attach to the onboarding journey is an item.
Stage versus step
Stage versus step
A stage is a broad phase. A step is a specific customer moment.
Activation is a stage; Customer invites first teammate is a step.Journey versus workspace
Journey versus workspace
A workspace is the home for the team or product area. A journey is one customer flow inside that workspace. Avoid creating a new workspace when a new journey would keep the work connected.
Next step
- Read How Custory works if you want the full mental model behind these terms.
- Read Items if you want the clearest explanation of how the pieces fit together in practice.
- Read Quickstart if you are learning the terms while setting up your first workspace.