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Documentation Index

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Custory personas live at the workspace level, but they become most valuable when they are linked to the journeys they influence. That model gives you reuse without detachment:
  • One persona can support multiple journeys
  • Each journey can stay tied to the right customer lens

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Why persona linking matters

Without linking, personas often become static reference material. The team knows they exist, but they are not present where decisions happen. Linking fixes that by making the persona part of actual journey work.

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What linking enables

When a persona is linked to a journey, the team can answer:
  • Who is this journey for?
  • Which role is experiencing this friction?
  • Which segment does this insight affect?
  • Does this opportunity matter to the buyer, admin, or end user?

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Persona linking workflows in Custory

Custory supports three main linking patterns. Use this when the persona already exists at the workspace level and now needs to inform a specific journey. This is the right move when:
  • The same persona matters across several journeys
  • You are expanding the team’s use of an existing customer profile
  • You want to avoid duplicating the same persona repeatedly

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Create a new persona directly from a journey

Use this when you discover, during mapping, that the journey clearly depends on a distinct customer type you have not modeled yet. This is a strong workflow for smaller teams because it lets persona creation happen in context instead of as a separate documentation project. Use this when the persona no longer shapes that journey meaningfully. Unlinking is useful when:
  • The journey scope changed
  • The persona was too broad or misplaced
  • A more accurate persona replaced it

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How to think about reuse

Workspace-level personas are reusable by design. That means one persona can stay linked to:
  • Onboarding
  • Activation
  • Upgrade
  • Support
…if the same customer role moves through all of those experiences. Do not create duplicate personas just because the journey is different.

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Good linking patterns

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One journey, several roles

A B2B onboarding journey often needs:
  • Buyer
  • Admin
  • End user
Linking all three helps the team interpret the same step from several valid perspectives.

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One persona, several journeys

An Ops manager persona may matter across:
  • Initial setup
  • Reporting
  • Renewal risk
That is a reuse win, not a signal to create three versions.

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How persona linking improves item work

Linked personas make item-level work better because they provide clearer context for:
  • Touchpoint actors
  • Insight affected segments
  • Opportunity framing
  • Solution relevance
This is where personas stop being abstract and start shaping real decisions.

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Best practices

If the journey would be understood the same way without that persona, the link may not be useful. As your ICP sharpens, some journeys will need relinking or cleaner persona boundaries.

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Use linked journeys as a maintenance signal

If a persona is linked to many journeys, keep it especially current. The more it is reused, the more damage stale detail can do.

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Common mistakes

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Creating separate personas per journey by default

That usually produces duplication and drift.

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Linking every persona to every journey

If every persona is attached everywhere, the signal is diluted and the lens stops being useful. Old links make journeys harder to interpret and can lead to product choices based on the wrong customer model.