First Look: Completely redesigned customer journey canvas

Creating sophisticated, multistep campaigns can feel intimidating and time-consuming.

With the September 2020 release of Dynamics 365 Marketing, the customer journey canvas has been completely redesigned.

An enhanced UI, improved preview capabilities, a new view of journey insights, and more options to adjust the canvas view result in a more intuitive and efficient user experience.

New capabilities:

  • Complete redesign of the canvas, making the experience of building customer journeys more intuitive. You no longer need to switch back and forth between the canvas and the toolbox while dragging elements onto the canvas. Now, you can build the whole journey directly on the canvas, using an in-place journey menu.
  • Customize the canvas to your preferences with horizontal and vertical layout options.
  • Improved visual journey insights
  • (and more)

Example

In the following example I’ll walk you through the new experience – building a customer journey that:

  • Sends an email to contacts in a segment, with an invitation to visit a landing page
  • Sends two follow up emails, based on recipient behavior

(the components – segment, emails, and landing page – all have been prepared in advance)

Step 1

Navigate to Customer Journeys in the sitemap and create a new journey, e.g. based on the template Simple email journey.

This will present you with the new design. Gone is the toolbox from where you had to drag tiles on to the canvas. You can now build the journey directly in the canvas.

Click Set audience (1) to select a segment.

Step 2

Click Choose an email (1) to choose an email.

Having chosen the email, you will be presented with a nice preview of your email (1). The email contains a button that takes the recipient to a landing page.

In the previous design, you’d have to drag a landing page tile on to the email tile on the canvas in order for triggers and more to fire.

In the new design all you have to do is scroll down to the Dependencies section (1) of the task pane, click Add Item (2), and point to the landing page (3)

Step 3

To add a trigger, click the plus sign (1) below the email symbol to display a list of layout elements.

In the list of layout elements select the If/then element (1) to insert the trigger.

Click the trigger (1) to display the properties pane and define the trigger.

In the properties pane select the landing page the source (1).

Select has been visited as the action, and e.g. 1 hour as the trigger for the Wait up to (until the contact is taken down the False path).

Step 4

Select the remaining mails (the one to send if a contact visits the page, and the one to send if a contact hasn’t visited the page after an hour).

Step 5

Go to the General page, name the journey, define start/end times, and go live

If you prefer to see your layout in a horizontal view instead of the vertical, simply click the new button in the top right corner (1).

The layout is switched to horizontal.

A contact receives the first email, and clicks the button to visit the landing page.

The contact submits the form on the landing page.

The contact is taken down the True path of the journey and receives the follow-up email.

The tiles in the customer journey now displays the statistics of the journey, making it easy to see how many contacts have sent down the journeys paths.

As always you can click a tile to see additional statistics for the selected component, e.g. an email.

Enjoy the new intuitive and efficient user experience – no longer having to switch back and forth between the canvas and the toolbox to build a customer journey.

See also

  • Build customer journeys more efficiently using the new canvas experience – link
  • Dynamics 365 Marketing – link
  • Learn Dynamics 365 Marketing – link

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