OneSignal customer journey design workbook

Start with the customer's task and the point where progress stops. Write the first sentence of the brief as: who completes which task, and what establishes completion? Message delivery and clicks are intermediate indicators. Give the underlying business outcome its own definition.

A user ID alone is insufficient when a person belongs to several organizations. Include the organization and task identifiers so activity in one workspace does not count toward another. Add the target action, correlation key, source of truth, and decision owner to the structure in the Journeys guide. These fields make implementation scope concrete.

Combine an action with current state. An invitation acceptance alone could admit someone who has already completed the task. Write the relationship explicitly: invitation accepted AND corresponding task incomplete AND membership valid. Treat unknown completion status separately from an incomplete task and hold the send while the status is unresolved.

OneSignal Journeys triggered by Custom Events allow re-entry and concurrent instances. Re-entry rules apply to segment-triggered Journeys, so they cannot serve as deduplication for event retries. Control repeated processing of the same task with event identifiers and a processing ledger. OneSignal Journey settings

Do not assume an exit rule prevents the first message. A user matching both entry and exit can execute the first step. Define an initial wait and exclusions, then test that users who have already completed the task receive no message.

IXC-DEMO-01 is an invitation follow-up for a fictional B2B collaboration service. It uses user_id=usr_demo_01, workspace_id=ws_demo_01, and invitation_id=inv_demo_01. Define invitation_accepted at the invitation server's committed acceptance and shared_task_completed at committed completion of the shared task associated with that invitation. Live-account event delivery and message receipt tests have not been performed.

The example permits one active invitation per user and uses web push for the reminder. Replaying that invitation must not create another reminder. Review a new invitation as a separate task after checking that the earlier one has ended. Before supporting parallel invitations, verify which journey instance each completion event should close.

Draft title: ‘Continue your first task with the team.’ Draft body: ‘Complete the shared task in the workspace you were invited to.’ The destination is the relevant task screen. Test account changes and lost access: the destination should show an access notice without exposing task content to an unauthorized user.

Set the observation interval and permitted sending window from the workflow. Do not inherit a delay from an unrelated campaign. At the end of the agreed interval, check task completion, membership, consent, and channel subscription again. The design sends one reminder only if the task remains incomplete and every required condition is satisfied. A failed lookup or unresolved relationship stays on HOLD.

Wait Until Event Matching links properties from the entry event and the waiting event. Record the property that identifies the completed invitation and the required value match. Provide a source-state check for a completion event missed because of data delay. OneSignal Journey actions

For each decision, record the condition, lookup location, valid and missing inputs, expected branch, and reviewer. If a rule uses OR, identify its grouping. Include fallback text for empty personalization fields and priority against other campaigns reaching the same customer.

An ordinary invitation acceptance is only the first test. A duplicate event should create no extra entry or send. A completion event arriving first should preserve the completed state. Completion in a different workspace should not affect the current task. Compare the final source state with the send decision using logs.

Separate one person using several devices from several people sharing one device. Agree on the relationship between OneSignal Users and channel Subscriptions in the identity and event specification kit. Test logout, account switching, loss of membership, consent withdrawal, and account deletion as distinct changes during the wait.

Record the starting state, input, expected outcome, actual outcome, and evidence location. Leave unexecuted cases marked as not run. The CRM campaign QA material connects these branches to test cases and execution records.

The handover includes the approved specification, implemented settings, message version, test results, stop owner, and change procedure. Assess open items as READY, READY WITH CONDITIONS, or HOLD. Assign an owner to resolve each condition. When a rule changes, rerun affected branches with the same inputs.

Keep journey completion, message engagement, and server-confirmed shared task completion separate. Define denominators, observation periods, and comparison methods in the measurement workbook. The downloadable PDF and worksheets are in English.

IXC's CRM marketing automation service connects lifecycle stages, segments, events, implementation, and handover. Use the brief and unresolved data requirements to discuss the required scope. Recurring sends and experiments connect to CRM campaign operations.