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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.

A journey is the main place where your team understands the customer experience. It should show what happens, where people get stuck, and what you may want to improve next.

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Choose one clear journey

Start with one customer path. Do not map the whole company at once. Good examples:
  • New customer onboarding
  • Trial to paid conversion
  • First purchase
  • Support escalation
  • Renewal
Bad first journeys are usually too broad, like “entire customer lifecycle”. You can build that later after you have a few focused journeys.

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Create stages

Stages are the large parts of the journey. Use 4 to 7 stages for a first version. That is usually enough detail without making the map hard to read. Example onboarding stages:
  1. Sign up
  2. Setup
  3. First useful result
  4. Team adoption
  5. Upgrade

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Add steps

Steps are the smaller customer moments inside each stage. Each step should describe something real the customer does, feels, sees, or needs. Examples:
  • Customer creates an account
  • Customer connects Slack
  • Customer imports existing notes
  • Customer gets stuck on permissions
  • Customer invites a teammate

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Keep each step useful

A good step is specific enough that your team can act on it. Instead of:
Customer is onboarding
Write:
Customer tries to connect their first data source
That makes it easier to attach evidence, understand pain, and decide what to improve.

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Review your journey often

Journeys are most valuable when they stay current. Use Custory during:
  • Product reviews
  • Support theme reviews
  • Sprint planning
  • Founder check-ins
  • Customer success handoffs
Ask simple questions:
  • Where are customers stuck?
  • What changed since last week?
  • Which problem has the strongest evidence?
  • What should we improve next?

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Common mistake

Do not wait until the journey is perfect. A rough journey with real evidence is more useful than a polished map that nobody updates.