---
title: Creating the journey
slug: admiral-lab/kYX0-creating-the-journey
docTags: 
createdAt: 2025-07-09T14:34:11.122Z
---

est completion: 50 min

We'll be building a journey that cross-sells home insurance (via MultiCover) to customers who currently hold only a car insurance policy.

:::hint{type="info"}
To open Adobe Journey Optimizer, go to [Adobe Experience Platform](https://experience.adobe.com/#/@demopotemea/sname\:sandbox05/platform/home) then click on nine dots on the top bar on the right, and select **Adobe Journey optimizer**. 
:::

# Configure the journey

To open Adobe Journey Optimizer, go to **Adobe Experience Platform** then click on the nine dots on the top bar on the right, and select **Adobe Journey Optimizer**.

In the menu on the left side, under **Journey Management**, click on **Journeys**. Click **Create Journey** in the top-right corner.

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/wcyfGTNPr2d6jp0vpUp3p_image.png)

The journey properties panel will open on the right side.

1. Set the **Name** to `[your name] - UC2 - Cross-sell home+car insurance to car-only clients`.
2. For the other properties we'll keep the default values.
3. Click **OK** to confirm.

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/-bsPBZsBjpCdw_fVPZ3Fl_image.png)

:::hint{type="info"}
If your journey has the "new experience" activated, switch back the the "Old experience" by a click on this button :inlineImage[]{src="https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/8FBEcregogeOwkEiZkBHM_image.png" alt caption width="278" height="80"}
:::

# The first wave of actions

We'll now add the entry event that brings car-only clients into the journey.

From the left palette, under **Events**, drag **Audience Qualification** onto the canvas as the entry point. A configuration menu will open.

1. For **Audience**, select `Admiral Customer with car insurance alone`.
2. For **Namespace**, choose `ECID(ECID)`.
3. Click **Save**.

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/eKxnR2o0r5AGBshOubdgb_image.png)

4. Drag an **Action** activity onto the canvas, connected after **Audience Qualification**.
5. Select **Code-based experience** and click **Add**.
6. Click on the **Configure action **button.
7. In the **Code-based experience channel configuration** drow-down, select `AdmiralMobileCBEConfiguration`.
8. Set the label to **Insurance Mobile Offer**.
9. Click the **Edit content** button.
10. Click the **Content** **template** button, then **Apply content template** to select a pre-configured content.
11. Select the `Admiral - Code-based experience for Mobile` and click **Confirm**.
12. Click the **Edit code** button. You should see this content that is a JSON fragment of code to share toward the mobile app so it can personalise the hero image.

    :::hint{type="info"}
    The Decision Policy contains the configuration to include the offer for the Multi Cover. It has been pre-included within the content template that you have just used.

    The following steps are required to update the instance of this decision policy, so Journey Optimizer knows for reporting purposes that it is used within your own journey, not the journey of the other users. 
    :::
13. Create a new line by pressing the **enter** key at the end of this code.

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/qyrnAvwHlqPXUjq82uILL_image.png)

9. On the left-hand side menu click on Decision policy and click on the **+Insert policy** button.

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/Nbx2i2ZCn9e8fuQboewxp_image.png)

10. Replace line 2 with line 9 and remove the extra \{\{/each}} a the end of the script. It should look like below. Click on the **Save and close** button. 

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/dbqacs_d29dGfiFeXkLKu_image.png)

11. Once completed, click on the :inlineImage[]{src="https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/gq2Kb6wJT2BlT8GX2YHPz_image.png" alt caption width="27" height="33"} in the top left corner. Click on the Save button. Your journey should look like this:

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/IHZLnALgQxe0BOClwIZA2_image.png)

Remove the Wait activity that has been created automatically by selecting it and click on the :inlineImage[]{src="https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/dqBhfQ_6lndV6VIZQwXVc_image.png" alt caption width="70" height="66"} button, we will add one at the end of the finished journey.

From the **Orchestration **section, drag a **Content decision** activity onto the canvas, and connect it after **Code-based experience**

1. Name it `Admiral Offer decision`
2. Click on **Add decision policy**
3. Name it `Admiral Decision Policy` and leave the number of items to **1**
4. Click on **next** to add the** Strategy sequence**
5. Click on **Add** and **Selection strategy**
6. Choose **Admiral - insurance offer**
7. Configure now the fallback offer by selecting **Admiral - default offer**
8. Click on **next** and **create** to finalize
9. Click **Save** to close the content decision panel.

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/o-7wzugHq8fAfGSbSTUfx_image.png)

You will now select an **action** of type **web **to configure the personalization of the website regarding the visitor

1. Set the label to `Home page personalisation`
2. Click on **configure action**
3. Choose the channel **config-webHomePageFinal**
4. Click now on **edit content** to personalize the home page of the website
5. Click on **edit the webpage** to start personalizing the home page. As a reminder this section requires either Google Chrome or Microsoft Azure web browser.
6. We will start by changing the text of the first banner 



![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/gb-HCGY2AEafDtznOq5Me_image.png)

7. Replace it by **"Peace of mind: Group your insurance with Multi Cover by Admiral"**
8. Click now on the image then on the **source** section (right side), click on the icon :inlineImage[]{src="https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/iBT4-8Dl7HPb9D9PObucB_image.png" alt caption size="10" width="92" height="106"}
9. Click on the **Asset Selector** icon :inlineImage[]{src="https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/VfSLpx7CRfXEoKwkebQSR_image.png" alt caption width="88" height="88"}
10. Search for **annie-hat-over**
11. Click on the **Learn more** button, and paste the following link : [https://dsn.adobe.com/web/homepage/multi-cover-insurance](https://dsn.adobe.com/web/homepage/multi-cover-insurance)
12. Click on the  :FontAwesome[****]{icon="fa-solid fa-arrow-left"}** icon**  in the top left corner. You should see this screen :

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/xtYwP5KZmHWp-FQl4zxpi_image.png)

13. Then click again on the  :FontAwesome[****]{icon="fa-solid fa-arrow-left"}** icon**  in the top left corner.
14. Before continuing, delete the **wait** activity at the end.

Your journey should look like this :

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/Aa3s_d7fmeaMs-PM9U7bS_image.png)

A first push notification will be sent containing an offer from the previous **Content Decision** activity.

1. Drag and drop an **action** onto the canvas and set the type to **Push.**
2. Set the **Label** to `Offer for customer with home insurance only subscription` and click **Configure Action**
3. Set the Push notification channel configuration to **pushMobile** and click on **Edit content**.
4. In the title section click on the :inlineImage[]{src="https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/sZN2CsnSc7CJhFOlqGBYT_image.png" alt caption width="86" height="90"}icon.
5. Go to the **Decision Policy** section and add a new one by clicking **Add decision policy**
6. Name it `Admiral Decision Policy` and let the number of offer to **1. **Click **next** to go to the **Strategy sequence**
7. Add a **Selection strategy** and choose **Admiral insurance offer**
8. Select the **Admiral - Default offer** as a fallback offer
9. Click on **next** and **create**
10. Click on :inlineImage[]{src="https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/oMhSGfTxtDAC7E-Z8Olmg_image.png" alt caption width="256" height="94"}and then search for `title` and add the **Full Title** result by clicking on the **"+"** icon

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/oT7igumouur4w0i7dRHIt_image.png)

11. Click **Save**
12. Repeat the steps from point number 4 with the **body** field. For point number 10, search for `description` and select the **Full description** attribute instead of title.
13. You should now see this screen after saving.



![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/SaHU8EZ2AEmDBgh-is9aw_image.png)

14. Click on the  :FontAwesome[****]{icon="fa-solid fa-arrow-left"}** icon**  in the top left corner. 
15. Your journey should look like this:

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/3aBKwpqVcmcisjNX22klo_image.png)

# Waiting for the client's reaction

After that last push notification, the journey will wait for the customer to finally start a quote for a multi insurance.

1. Drag and drop an event **admiral\_multiCoverQuote\_start** and name it **MultiCover Quote Start**
2. Define the event timeout and select the **Set a timeout path **option. This branch will activate if the customer never start a quote.

The journey is now similar to this :

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/7wa_jQIGuuf9KXkWvj4KO_image.png)

The main path will wait for the end of the quote event, meaning the quote is completed and the journey is no longer needed.

1. In the main branch, drag and drop an event **admiral\_multiCoverQuote\_end **and name it **MultiCover Quote End. **
2. Check the **Set a timeout path **option and leave the default values.

The second branch (timeout) will contact the customer to encourage the Multi-Cover insurance subscription because they haven't started a quote yet.

1. Drag and drop an **action** of type **Push**
2. Set the **Label** to **Rationalise and save money** and click **Configure Action**
3. Select the **pushMobile** channel configuration.
4. In the **optimization** section, click on **Create experiment**
5. Choose a name and keep the success metric to **Unique Clicks (AJO)** and experiment type to **A/B Experiment**.
6. Scroll down and click on **Add treatment** to create a second variant. Automatically the 50/50 split is setup. You don't need a Holdout (control group) in this experiment.
7. Name the first one **FOMO Message** and the other one **Offers**

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/DJDQF96rCu5Sy6h95rJDR_image.png)

8. Click on **create** and then click on **Edit content **at the top of the screen
9. Select the **FOMO Message** on the left side of your screen and set the title to `Save money on your insurance` and the body to `Don’t let your car feel left out—combine and save now!`

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/6i9obYtZ5voEgx_tGcyiC_image.png)

10. Now select the **Offers** variant and set the title to `A chance to win an Amazon voucher` and the body to `Complete a Multi-Cover quote today and get a chance to win an Amazon voucher !`
11. The marketers will then be able to experiment both messages and compare which one brings the clients to complete a Multi-Cover quote. 
12. Click on the  :FontAwesome[****]{icon="fa-solid fa-arrow-left"}** icon**  in the top left corner. 
13. Your journey should look like this:

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/Ez1QiM_vvJCYr4QYi4uFw_image.png)

# Handling the quote completion process

The journey will now listen to the multiCover quote completion event.

- If it happens, the journey will send a congratulations push to the Customer.
- If not, the next contact will be with the Call Center team to encourage the completion of the quote, with the offer. This means that all the profile and offer information need to be shared with the Call Center team. 

Let's now build this logic into the journey:

1. First, drag and drop an **action** of type **Push **at the end of the main branch of the **MultiCover Quote End** event.
2. Set the **Label** to `Congratulations after subscription` and click **Configure Action**
3. Select the channel **pushMobile** and click on **Edit content**
4. In the title section write `Congratulatiosn` and in the body `Thank you for your subscription.`
5. Click on the  :FontAwesome[****]{icon="fa-solid fa-arrow-left"}** icon**  in the top left corner to save and close the push notification window to get back to the journey.
6. In the time out branch, drag and drop a **exampleCallCenterAPI** action and configure the request parameters:
7. Insurance Name: click inside the field, then on **Advanced mode** and write`'car+home insurance'`
8. Name: click inside the field and search for `last name`. Select the first attribute and click **OK** to add the field.
9. Email: search for `personalEmail` and add the **address** field
10. Offer compact title: click inside the field, then on **Advanced mode** and search for `CompactTitle`. Click on the **+** button next to the field and click **Ok**.
11. Full Description: Repeat the steps from the previous field and search for `FullDescription`
12. Full Subtitle: Repeat the steps from the previous field and search for `FullSubtitle`
13. Web url: Repeat the steps from the previous field and search for `FullCTA`
14. Img src: Repeat the steps from the previous field and search for `SourceURL`

The Request parameters section should look like this :

::Image[]{src="https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/LCSlmTu20qw3wpZm2oz3__image.png" size="30" isUploading="false" width="746" height="1406" darkWidth="746" darkHeight="1406" showCaption="false"}

And your journey should now look like this.

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/WRS-uHtjlJDtl-wLacjkQ_image.png)

# Adding an Exit Criteria

The last step is to configure the exit criteria so that the customers who have completed the quote quickly don't experience this journey in its entirety.

1. Click on the **Show exit** icon :inlineImage[]{src="https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/qeI6vHIru0InO9-4rHQZg_image.png" alt caption width="84" height="82"} on the right-hand side.
2. Name it **Exit Criteria**
3. Select **Audience** as exit criteria
4. Choose the **Admiral Customer with multi insurance** audience as the exit criteria

:::hint{type="success"}
You have successfully created the **cross-sell home insurance to car-only clients** journey. Next, we are going to test our journey using the Website.
:::