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Documentation Index

Fetch the complete documentation index at: https://docs.usecustory.com/llms.txt

Use this file to discover all available pages before exploring further.

Items are the pieces of information that make a journey useful. They help your team understand what is happening at a step, why it matters, and what to do next.

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Common item types

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Touchpoint

A touchpoint is something the customer interacts with. Examples:
  • Pricing page
  • Signup form
  • Onboarding email
  • Support chat
  • Billing page

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Insight

An insight is something you learned. Examples:
  • Users understand the value, but do not know how to start
  • Teams invite colleagues only after seeing a useful result
  • Customers mention the same setup problem in calls

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Opportunity

An opportunity is a problem worth improving. Examples:
  • Make setup easier for non-technical users
  • Reduce confusion before checkout
  • Help teams understand what to do after signup

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Solution

A solution is a possible fix or planned improvement. Examples:
  • Add a setup checklist
  • Rewrite the empty state
  • Create a guided import flow
  • Send a reminder when setup is incomplete

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Metric

A metric is a number that helps you see what is changing. Examples:
  • Signup conversion
  • Activation rate
  • Trial to paid conversion
  • Time to first value
  • Support tickets about setup

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Evidence

Evidence is proof that supports an insight or opportunity. Examples:
  • Customer quote
  • Support ticket
  • Sales note
  • Analytics link
  • Session recording
  • Screenshot

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Add enough context

Good items usually answer three questions:
  • What happened?
  • Why does it matter?
  • Where did we learn this?
You do not need a long write-up. A short note with a link is often enough. When an opportunity becomes real work, keep it connected. For example, link a Linear issue, Jira ticket, GitHub issue, or design file to the item. That way, the team can still see the customer reason behind the work.