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A customer journey map lays out the steps a customer takes with you, from first noticing you to buying again: what they feel, what worries them, where they meet you, and what you could put in front of them at each step. Hiveku can build a first map from a few sentences about your business, and you edit it from there. This guide builds a journey for Northwind’s online store, where home brewers buy whole-bean coffee and subscriptions, edits one of its stages, and stops before Publish.

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Start a new journey

1

Open Customer Journey Maps

In the left rail, click Marketing, then the Customer Journey Maps card.
The Customer Journey Maps card, outlined, next to the Ideal Customer Profiles card on the Marketing page

The Customer Journey Maps card

2

Click New Journey Map

Customer Journeys, Every journey as a funnel, with Last 30 days, Last 90 days and the New Journey Map button outlined

New Journey Map

3

Describe your business

Start a new journey offers ready-made journeys for five kinds of business, Start blank for an empty map you build yourself, and Describe your business. Under Describe your business, say what you sell and who buys it, then click Create my journey. Hiveku starts from the closest ready-made journey and has the AI tailor it to you.
Start a new journey with the Local Service Business, Online Store, B2B / SaaS, Coaching / Courses and Urgent-Need Service cards and Start blank; under Describe your business, the outlined text We are Northwind Coffee Roasters, a small-batch roaster in Portland, Oregon. Our online store sells whole-bean coffee to home brewers across the US, as single bags and as subscriptions every two or four weeks., and the Create my journey button outlined

Northwind's online store

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Let the AI fill it in

The journey opens with the AI Marketing Assistant on the left already at work. It renames the journey, rewrites every stage for your customers, links the customer profile that fits best, sets what to measure at each stage, makes a picture for each stage, and proposes content for each one. The row of checks above the map shows how far it is: Stages, ICP, Checkpoints, Images and Assets. If it stops before everything has a check, click Finish the missing pieces on the right of that row and it carries on by itself. Northwind’s first run stopped after the name and the checkpoints, and Finish the missing pieces completed the rest; the whole build took about 20 minutes.
The checklist Stages 0/6, ICP missing, Checkpoints 6/6, Images 0/6, Assets 0/6 and Videos 0/2, with the Finish the missing pieces button outlined

When pieces are still missing

When it is done, each stage on the map has its picture, its feelings and pain points, and Proposed by AI content ideas. The customer profile it linked is at the top left; + Add ICP adds another.
The checklist with Stages 6/6, ICP, Checkpoints 6/6, Images 6/6 and Assets 6/6 outlined, the linked profile Maya Chen with + Add ICP outlined, and the first stage, Scrolling Past, outlined: a picture, 2 checkpoints, a description, three feelings, 3 pain points and three Proposed by AI ideas with Accept and Dismiss

Northwind's online store journey

Under Proposed by AI on a stage, click Accept to keep an idea or Dismiss to drop it.

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Edit a stage

1

Switch to Cards

Click Cards at the top for one card per stage, which is easier to read and edit than the map. Canvas brings the map back.
The journey's header with its name, 6 stages, Canvas, the Cards button outlined, + Stage, Diagnose, ROI, the Publish button outlined, and Save

Cards, and Publish

2

Open the stage's details

On a stage, click Story details. It lists the stage’s Emotions, Pain Points, Touchpoints (where the customer meets you at this step), Content Opportunities and Ad Opportunities. To change the stage’s description, click its text above Story details and type.
3

Add or remove a line

Click + Add touchpoint (or + Add emotion, + Add pain point and so on), type it and press Enter. The × on a line removes it. Northwind added “Roast date shown in the cart” to the Cart in Hand stage. Changes save on their own.
Cart in Hand's story details: Emotions, Pain Points, and Touchpoints (4) with the new Roast date shown in the cart outlined and + Add touchpoint outlined

A new touchpoint on Cart in Hand

To add a stage, click + Stage at the top; the trash can on a stage’s card deletes it.

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Publish when it is ready

Publish marks this version of the journey as the live one, and results from then on are measured against it. ROI shows the journey’s funnel, deals and revenue. Northwind stopped here, because no deals have come through this journey yet to measure.

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Good to know

  • Picking a ready-made journey also has the AI tailor it. Choose Start blank to build every stage yourself.
  • Pictures and videos. The AI makes one picture per stage. When the build is complete, it also starts short videos for two key stages if your plan includes video clips (the checklist shows Videos), and those clips count toward your monthly allowance.
  • AI credits. Building the journey and Finish the missing pieces are AI runs and use your AI credits, like any request to the AI.
  • Diagnose asks the AI for the weakest stage and how to fix it; the assistant on the left answers any other question about the journey.
  • More: Create an Ideal Customer Profile for the customers your journeys are built around.