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Use this guide when you need to decide which opportunity should move forward next and keep that decision tied to real customer evidence. For item-type definitions, read Items. This page focuses on the prioritization workflow.

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Goal

Prioritize the few opportunities that deserve follow-through, compare possible solutions, and link the metric that will tell you whether the change helped.

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Before you start

The workflow is easiest when:
  • the journey already has clear stages and steps
  • the opportunity is linked to the supporting insight, touchpoint, or metric
  • the team is reviewing one focused journey instead of every open item in the workspace
If the opportunity itself is still vague, tighten it first in Items.

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Use the opportunity fields that drive the decision

Custory gives opportunities a small set of comparison fields. Use them before you decide whether to move the work forward. For the full field reference, read Item details and fields.

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Run the prioritization review

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1. Open the right surface

Open the journey in the journey editor, switch to the Opportunities tab, then choose the view that fits the review:
  • use Table view when you need to sort, edit fields, or clean up the shortlist
  • use Matrix view when you need to compare opportunities by impact and effort
Matrix view is available only on the Opportunities and Solutions tabs.

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2. Shortlist the opportunities that need a decision

Filter the current journey down to the items that actually need review. A small shortlist is usually better than reviewing every open opportunity. Useful filters include:
  • status
  • owner
  • priority
  • impact
  • effort
  • updated date

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3. Check the linked evidence before you score

Open each shortlisted opportunity and review the linked context:
  • the touchpoint or step where the problem appears
  • the supporting insight
  • any linked metric that shows the size of the problem
If the evidence is thin or contradictory, lower confidence or send the item back for clarification instead of forcing a priority decision.

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4. Score the opportunity and set priority

Use impact, effort, and confidence to decide whether the opportunity deserves action now. Example:
  • Opportunity: Reduce pressure at the teammate invite step
  • Impact: 5
  • Effort: 3
  • Confidence: High confidence
  • Priority: High
This keeps the decision visible in the journey instead of in meeting notes or a separate planning doc.

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5. Compare possible solutions before you commit

If the problem is real but the response is still open, create or refine linked solutions instead of jumping straight to one implementation. Common solution options include:
  • a product change
  • a docs change
  • a lifecycle message
  • a support or success process change
When the team needs to compare responses, switch to the Solutions tab and use table or matrix view there. Solutions also support impact, effort, and priority fields for comparison. Before the review ends, confirm the metric that will show whether the change helped. Then create or update the linked delivery work if the team is ready to move. Use External tasks when the prioritized work needs a GitHub issue, Jira ticket, Linear issue, or Notion task.

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What happens next

After the review, the journey should make the decision easy to find:
  • the opportunity shows the chosen priority
  • the linked solution shows the planned response
  • the linked metric shows how you will judge the result
  • the linked external task shows where delivery work is happening

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Limits to keep in mind

  • Matrix view does not exist for every tab. Use it only for Opportunities and Solutions.
  • Priority is a decision label, not proof. If the evidence is weak, keep confidence low or keep the item unprioritized.
  • A long review usually means the shortlist is too large. Filter first.

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Next step

Read Weekly workflows to fit this review into a regular team rhythm, or read External tasks when prioritized work needs delivery handoff.