---
title: Creating the journey
slug: danske-bank-hol/creating-the-journey
description: >-
docTags:
createdAt: 2024-01-30T23:03:21.354Z
---
In this exercise, you'll be creating and testing a journey using all the components you've created in the previous exercises.
## Journey overview
To get an overview of all journeys in Adobe Journey Optimizer:
1. In the menu on the left side, under **Journey Management**, click on **Journeys**. You will see a overview with all existing journeys.
## Creating a journey
We'll be creating a journey that will send an onboarding email to potential home loan customers when they submit an initial application, asking them to sign their documents. We will contact them on their preferred channel. We will follow up with an outbound call if after 7 days they still haven't signed.
Click on **Create Journey**. You'll be taken to the **Journey canvas** with the journey properties opened.
1. Set the **name** to `[your name] - FTB Home Loan Journey`.
2. For the other properties we'll keep the default values.
3. Your screen should look like the image below. Click **Save** to save and close the properties.
You're now in the journey canvas. This is where you'll be creating your journey's logic. In the left menu you have **activities**. There's three types of activities:
**Events** are the triggers that can start or continue your journey.
**Orchestration** is the logic of your journey. It looks at conditions, audiences, but can also be used to make your workflow wait or end.
**Actions** are the results of your journey. This can be messages, profiles updates or API calls.
### Event trigger - Mortgage application submitted
1. We're starting our workflow of with an event trigger. From the events tab, choose ***homeLoanApplicationSubmit*** and drag it onto the canvas.
- *Note: This is the same as the event you configured in a previous exercise, **please use this and not your own **as it becomes important later when building the email content.*
2. There's nothing we need to configure for this as we have already done this when we configured our event. Click **Save** to close the menu.
### Add a Condition
When the customer submits a home loan application, the first thing we want to check is which channel the customer prefers to receive their communication. We want to make sure we communicate via the channel they have submitted as their preferred channel.
1. From the orchestration tab, choose **Condition** and drag it onto the empty circle on the canvas.
2. Click on the activity to open the detailed view.
1. Set the **label** to `Preferred Channel`.
2. Click on **Path1** and change the label to `Email`.
3. Click on **Add an expression** to open a window.
1. On the left side, open **ExperiencePlatform > ProfileFieldGroup > Profile > Consents and Preferences**.
2. Drag **Preferred Channel** (preferred) to the right side and select the **email** checkbox. Click **Ok **in the top right corner of the white box, and then **Ok **again to save the condition and close the expression editor.
4. Click **+ Add a path **to add a path in the case that their preferred channel is Push.
5. Click on **Path1 **and change the label to `Push`.
6. Click on **Add an expression** to open a window.
1. On the left side, open **ExperiencePlatform > ProfileFieldGroup > Profile > Consents and Preferences**.
2. Drag **Preferred Channel** (preferred) to the right side and select the **push** checkbox. Click **Ok **in the top right corner of the white box, and then **Ok **again to save the condition and close the expression editor.
7. Check **Show path for other cases than one(s) above** and leave the label as `Others`.
8. Your screen should look like the image below. You can reposition the paths on the canvas by clicking and dragging to move them. Click **Save**.
## Email - Application Confirmation
In the next steps you will be building the email for your journey.
1. **Designing the Email:** You'll pick a fully completed template of the basic email so that you don't have to build anything at all.
:::hint{type="danger"}
*Note\: You must use the example* ***homeLoanApplicationSubmit*** *event in your journey. If you used your own custom event, replace it before continuing.*
:::
### Building the Email
1. From the actions tab, choose **Email** and drag it onto the empty circle at the **Email-path**.
2. Click on the activity to open the detailed view.
1. Set the **label** to `Application Confirmation`.
2. Set the **category** to `Transactional`.
3. Set the **email surface** to `transactionalEmailMessages`.
4. Click on **Edit content** to start designing your email.
1. Click on :FontAwesome[]{icon="fa-solid fa-user"} to create a subject line. Set it to `FIRSTNAME, Thank you for your application!`
2. Remove the text `FIRSTNAME` and search for `first name` in the profile attributes.
3. Find the field First name (... attributes > person > Full name) and click on the :FontAwesome[]{icon="fa-solid fa-plus"} **icon** to add it to your subject line. It should now be`{{profile.person.name.firstName}}, Thank you for your application`
4. Click **Save**.
5. Click on **Edit email body**. Under **Saved templates**, choose `[T] Danske Bank - Email Template`. It will show you a preview of the template. Click on **Use this template**.
3. The email designer will now open. It should look like the image below. Click **Save** in the top right.
### The Email Designer
In the left menu you have **components**.
**Structure components** are the building blocks of your email, they will determine the layout of your email.
**Content components** are the different forms of content that you can place inside your structure components, like text, buttons and images.
You'll also notice there are **personalised fields** added into the email copy. These are references to a customers *Profile Attributes* or the context data sent with the event, and are populated dynamically in the resulting email to each customer that qualifies to receive the Email message.
1. Now let's add a personalized offer to the email. Scroll down and you will see the text *"Drag a new component here." * From the **content components** drag an `Offer decision` onto the email, into this empty component.
2. Click **Add, **a pop-up window will open.
1. In the top left, click **Select Offer decision**.
2. From the Placements drop down, choose `Email - Image`
3. Check the **\[your name] - Cross-sell campaign** offer decision and click on **Add** in the top right of the window.
*If you didn't create the decision, you can use* ***Danske Bank - Cross-sell campaign**.*
4. Under **Offer preview**, you can see the potential offers customers could receive.
3. Your screen should look like the image below:
1. Click **Save** in the top right. Then navigate out of the email designer by clicking on the arrow in the top left. You'll be taken to the messages overview for your journey.
Now we will explore some the Experimentation & Gen AI capabilities in the Email designer.
### Creating a content experiment
As part of our drive to increase the conversion rates of our emails, we want to run an A/B Experiment to see what subject line leads to a higher open-rate. In Adobe Journey Optimizer we call this a **Content experiment**.
1. In the top right, click on :FontAwesome[]{icon="fa-solid fa-flask"} **Create experiment**. A window will open.
1. Set the **success metric** to `Email Opens (AJO)`.
2. Leave the **holdout** `off`, this is the default setting. Enabling this will allow you to add a percentage of the audience to a control group, receiving none of the content treatments.
3. Leave **distribute evenly** `on`, this is the default setting. Disabling this will allow you to customly distribute the incoming audience over your treatments.
4. Click :FontAwesome[]{icon="fa-solid fa-plus"} **Add treatment** to add a second treatment to your experiment.
5. Your settings should now look like this:
6. Click **Create** in the top right.
2. Notice how the interface changed and now displays your treatments on the left menu.
3. The email content for Treatment B is empty. However, we'd want this to be the same as Treatment A as we are only testing how the subject line affects the open rate. Click on the :FontAwesome[]{icon="fa-solid fa-ellipsis-vertical"}**-icon** for **Treatment B** and click **Delete.** You'll be prompted to confirm the delete, click **Delete** to remove Treatment B.
4. To create a copy of Treatment A click on the :FontAwesome[]{icon="fa-solid fa-ellipsis-vertical"}**-icon** for **Treatment A** and click **Duplicate**. You'll be prompted to provide a name for the new treatment. Set the name to `AI generated subject line`.
5. Rename **Treatment A** to `Default subject line`,by clicking on the :FontAwesome[]{icon="fa-solid fa-ellipsis-vertical"}**icon** for **Treatment A** and clicking **Rename**.
6. Select the email for the **AI generated subject line**. On the right side you'll see the current subject line, which was duplicated from the original email we created.
7. Click on the :FontAwesome[]{icon="fa-solid fa-wand-sparkles"} **-icon** to edit text with AI Assistant. A window will open.
1. You're now in the AI Assistant interface. You can write a prompt and set various settings like communication style, language and tone.
2. The more descriptive you are, the better the prompt will work. Try the following prompt:
`Generate a subject line of at least 8 words to ask the customer to sign their mortgage documents as they showed interest in getting a mortgage for their home`
and click **Generate**.
3. The AI Assistant will provide you with several variations.
4. Feel free to add more instructions to the prompt and play around with the tone to find a result you like!
5. When you find your perfect subject line, select it and click **Select **in the top right corner.
8. We now succesfully set up a content experiment for a subject line open rate test using AI to generate a subject line! Your screen should look like the image below.
Navigate out of the email overview by clicking on the arrow on the top left. You will be taken back to the journey canvas.
## Push - Application Confirmation
To draw our prospects into the app we're going to follow with a push-notification. This pushes a short message to the profile's smartphone that they can easily interact with. When they click on the push they'll be taken to the mobile app directly.
1. From the actions tab, choose **Push** and drag it onto the empty circle on the canvas following the **Push **path after the condition.
2. Click on the activity to open the detailed view.
1. Set the **label** to `Mortgage Application`.
2. Set the **category** to `Transactional`. This should already be pre-populated, since the previous message was a marketing message.
3. Set the **push configuration** to `pushMessages`.
4. Click on **Edit content **to start designing your push.
5. if you don't see the properties panel on the right, click on **Properties**, at the bottom of the page, then:
1. Set the **title** to `Your mortgage application...`.
2. To change the **body**, click on the :FontAwesome[]{icon="fa-solid fa-user"} **icon** beside the text box. A window will open allowing you to write advanced expressions. Copy the following text in:
:::BlockQuote
Hi FIRSTNAME, open to see the details of your application and next steps.
:::
1. Select and remove the text `FIRSTNAME`.
2. In **Profile attributes**, search for `first name`. Click on the :FontAwesome[]{icon="fa-solid fa-plus"} **icon** to add `First name` (Profile attributes > Person > Full name) to your expression. It should read:
*Hi {{profile.person.name.firstName}}, open to see the details of your application and next steps.*
3. Click **Save**.
3. Your screen should look like the image below:
4. Navigate out of the designer by clicking the arrow in the top left. Your screen should now look like the image below. Click **Save** to close the in-app message detail panel.
## Event trigger - Mortgage Documents signed
Next, we want to monitor if the prospects finish their mortgage application by signing the required documents sent in the email communication. If they don't complete the process in the next 7 days, we'll want to notify their local branch or call center in hope that we can re-engage them.
1. From the events tab, choose **homeLoanAgreementSigned** and drag it onto the empty circle on the canvas after the Email path.
2. Set the **Label** to `Documents Signed`.
3. Check **Define the event timeout** and set it to **Wait for** `7 Days`. Make sure **Set a timeout path** is checked.
4. Your screen should look like the image below. Click **Save**.
We also want to connect the Push journey path to this document signed event.
1. Select the Document Signed Event and drag it over the **End** of the Push path until the + appears, this will connect the 2 paths.
2. Your journey canvas should now look like:
## Adding a Custom Action
We want to Add a Custom Action to our Journey after the 7 Day Timeout path. If the customer doesn't complete the home loan process in the next 7 days, we'll want to notify their local branch or call center in hope that we can re-engage them.
1. From the actions tab, choose** yourNameNotifyBranch** and drag it onto the empty circle on the canvas. *If you did not create an action, use the ****notifyBranch**** event.*
2. This should open up the configuration menu for the action. In the menu, request parameters section, click on the **Email Address** edit button (pencil) to open up a popup.
3. Expand *Experience Platform > ProfileFieldGroup > Profile > Personal Email > ****Address*** and select it by enabling the checkbox. This will pass the customer's Email Address from the profile attributes to the API endpoint.
4.
5. Click **OK** to close the popup and see **The** **address of personalEmail** in **Email Address** field.
We will now do the same for the Purchase Price, Interest Rate, and Deposit Parameters. Only these will be populated with contextual data sent with the original trigger event, rather than profile attributes. Map the following:
1. Click on the **Purchase Price** edit button (pencil) to open up a popup.
2. Expand *Context > homeLoanApplicationSubmit > \_demopotemea > interactionDetails > FSI > Loan Application > Mortgage Loan > ****Purchase Price ***and select it by enabling the checkbox.
3. Click on the **Interest Rate** edit button (pencil) to open up a popup.
4. Expand *Context > homeLoanApplicationSubmit > \_demopotemea > interactionDetails > FSI > Loan Application > Mortgage Loan > ****Interest Rate ***and select it by enabling the checkbox.
5. Click on the **Deposit** edit button (pencil) to open up a popup.
6. Expand *Context > homeLoanApplicationSubmit > \_demopotemea > interactionDetails > FSI > Loan Application > Mortgage Loan > ****Deposit ***and select it by enabling the checkbox.
7. You should have the below request parameters mapped:
8. Click on **Save** on the top to save the action configuration.
Your journey should now look like:
## Adding an exit criteria
There's many ways a prospect can request a mortgage and some of them do not use the mortgage application form. For example, a person could walk into a bank branch and request a conversation or they could call the call center to plan an appointment.
In these cases, we wouldn't want them to receive any further communication from this journey. This is where **Exit criteria** come into play. With this feature you can define real-time triggers that cause the profile to be removed from the journey.
1. On the right side of the canvas you'll find a small vertical hotbar. Click on the :FontAwesome[]{icon="fa-solid fa-user"}**-icon** to **Show exit criteria**.
2. Click on :FontAwesome[]{icon="fa-solid fa-plus"}** Add exit criteria**.
1. Set the **label** to `Took out a mortgage`.
2. Choose **Audience** as the exit criteria.
3. Click on the Audience input field or on the :FontAwesome[]{icon="fa-solid fa-pencil"} **-icon**. A window will open
4. Select the audience `Home Loan Agreement Signed` and click **Save**.
5. Set the **behavior** to `Enter`, this is the default value.
6. Click **Save**.
:::hint{type="success"}
You have now successfully created the application journey using the Adobe Journey Optimizer. Next, we are going to test our journey using `Test Mode`.
:::