Navigating a Journey as a User | Axero Documentation

Once a user is enrolled in a Journey, they gain access to a personalized interface that tracks their progress and guides them through each step.

Accessing your Journey

After enrollment, users receive a notification by email and/or in-app. The message includes the journey name, a brief description, and a link to open the My Journeys panel. From there, users can see all active journeys they are participating in, view their current step, and resume progress where they last left off.

Users can also access their journeys at any time from the top navigation bar. Click the journey icon to open the My Journeys panel.

This opens a sidebar with all active journeys, showing their progress, current step, and a button to continue where they left off.

Tracking Progress

When a user opens a journey, a progress bar appears at the top showing the percentage of steps completed. Each step is displayed vertically in the order it was defined. Completed steps are clearly marked and can be revisited, while the current step is visually highlighted. Future steps remain locked if they depend on a previous step or are set to appear after a delay.

If a step has a required delay (e.g., a 3-day wait), the next step remains locked and displays the remaining time. Once the delay expires, users receive a notification that the next step is available.

Completing Steps

Each step includes a Mark as Complete button that becomes visible once the required action is complete. This could involve reading content, watching a video, or performing another predefined activity. When the user marks the step as complete, the interface updates to reflect the change. The progress bar advances, and the next step unlocks, provided no delays or dependencies remain.

Steps can be completed in any order unless they are part of a segment that requires sequential completion or if a preceding step is marked as "Require step completion before progression."

Status Changes and Notifications

The system sends notifications when new steps become available, depending on the step type and sequence:

Sequential steps (required progression)
Users receive a notification each time the next step becomes available after completing the previous step.

Non-required or non-sequential steps

• No notifications are sent for steps that are immediately available at journey start (enrollment, open, Get Started) if there is no preceding required step or delay.
• If one or more steps become available after completing a required step or when a delay expires, users receive one notification informing them that the next step is ready.

Delays between steps
If a step becomes available after a defined delay, users receive a notification when the delay expires.

Multiple steps unlocking simultaneously
When multiple steps become available at the same time, the system sends a single notification instead of one per step.

Communication steps
Notifications configured as part of the journey (e.g., Send Email / Send Notification steps) will to be sent as defined and are not affected by the step availability rules.

Journey Status Notifications

If a journey is paused, users see it labeled as Paused in the My Journeys panel and receive a notification. They cannot proceed until it is resumed, but can still view completed steps.

If a journey is stopped or archived, users are notified and the journey is removed from their active list. In both cases, access is revoked unless the user is re-enrolled in the future.