Build Your Own Use Case
For each step of the user journey, plan in your group:
- What content and data do I need for this step?
- Which data sources will feed the experience?
- What is the customer touchpoint, what is the customer's experience at this touchpoint?
- Do I need to build an Audience to qualify customers into this experience? What data points are used in this audience?
- Does this need to be a 1:1 triggered journey following an event that has taken place?
Step 1: New digital customer purchases on the website
To construct this step of the use case you will need to use the Demo website and ensure Purchase events are being collected.
You will need to build an Audience consisting of the following rule:
- Customer is an existing loyalty member (check on your customer profile for the loyalty related attributes).
Example audience: [BYO] Loyalty members
Step 2: Customer Receives an email confirming purchase
This is part of the customer's onboarding journey. In the email they receive that thanks them for their purchase, they will also be shown messaging around the Luma+ Loyalty Program if they are not yet a member.
For this step you will need to create a Journey. The journey will need to include the following:
- An event trigger. The purchase event.
- A condition to check if the customer is already a loyalty member (audience in step 1).
- If the customer is already a loyalty member, they will receive a purchase confirmation email only. You will need an Email Action and the email content will contain only the "thank you for your purchase" message.
- If the customer is not yet a loyalty member, they will also receive an email incentivising them to sign up as a Luma+ member.
These email templates have been pre-created if you want to use them in your journey, they are named:
- [BYO] Step 2 Purchase confirmation
- [BYO] Step 2 Purchase confirmation - Non members
Step 3 and 4: Retarget after one week if still not signed up
This step will build on the journey created in step 2.
We want to add an Event with a Timeout to the path of the non-loyalty members.
Add the following to the journey:
- An event as the next step in the journey flow. The Registration event. We can add a timeout to our events. Add a 7 day timeout in the event configuration.
- If the customer doesn't trigger the registration event before 7 days (i.e. if they don't sign up to the loyalty program in 7 days) they will receive further communication to remind them.
- If the customer triggers the registration event within the 7 days timeout window AND they have the mobile app, they will recieve the welcome push message with bonus points.
- An Email Action that will send an email to the customer to remind them to sign up to get bonus points.
- A Push Action that will send a push notification to the customer welcoming them to the Luma+ loyalty program.
- A Condition to check if the customer is a mobile app user before sending the Push (audience example [BYO] Mobile App Users).
The email template has been pre-created:
- [BYO] Step 3 Sign up retargeting
Note: to receive the push message, make sure you are signed in on the demo mobile app with the same email address as you used on the website
We also want to retarget these customers via social channels. We will therefore need to activate the "not yet loyalty members" audience created in step 1 to the Facebook destination.
Your final journey could look like:
Step 5: Receives new member offers
We want to send exclusive offers to members only as part of an "always-on" loyalty campaign.
- Start by navigating to Campaigns in Adobe Journey Optimizer, under journey management in the left hand menu.
- Here you can create a new campaign.
There is already an existing campaign as an example: [BYO] Step 5 Loyalty memebers campaign.
- Ensure you choose an Audience for this Campaign, as we only want loyalty members to receive the email communication with offers.
For scalable email content, we can utilize Offers in Offer Decisioning.
- You will see there are offers pre-created for you, they have been added to a Collection which you can use: [BYO] Loyalty Member Offers.
- There is also a Decision pre-created for you: [BYO] Loyalty Member Offers.
You can add this offer decision as a content block in the Email editor during composition in the UI.
You can schedule this campaign to deliver emails to your chose audience at a frequency you specify. You can also trigger these Campaigns via API.
Step 6: Goes into the store
When the customer enters with x distance of the store, a geolocation entry event will be sent to Adobe Experience Platform. We will use this to trigger a Journey.
The store locations are defined in Places as Points of interest (latitude and longitude values). We have set these up in advance so you can reuse the same locations.
To trigger the geolocation entry event using the app, you can go to the Location screen in the app from the main menu at the bottom of the screen, and select "Trigger Store Entry".
You can also use Test mode in your journey and use your app's ECID as the identity to receive the welcome push messages.
The journey that will execute the personalised communication will consist of:
- An event trigger. The geolocation entry event.
- You will need to set up a Data Source to retrieve the stock availability for your product from the Stock API (full info below).
- A Condition to check if the product in their cart is in stock at their store location.
- Hint you will need to pass the store ID and the product ID when you call the external data source to check stock availability.
- If their product is in stock they receive a Push message with "your products are available in store". You will need to add a Push Message Action to execute this.
Your final journey could look like:
Stock API details:
To interact with the Stock Check API use the following in your request:
- API key: 7b87f2d0 (can be passed as a parameter: key=7b87f2d0 )
- Required query parameters: storeId and productId
Expected Response:
Congratulations, if you have reached here you have completed the build of your own customer journey with the Adobe Experience Platform!