Challenge

Creating a customer journey

5 Tasks

25 mins

Visible to: All users Applies to: Pega Customer Decision Hub '25

Beginner

English

Scenario

U+ Bank offers various credit card offers to its customers.

Now, U+ Bank wants to increase the number of mortgage applications from qualified customers. In addition, the bank also wants to create a mental map of its mortgage offering that helps it better understand the customer experience. To do that, the bank wants to design a mortgage customer journey that guides customers through the process of first becoming familiar with the offering.

One of the business requirements states that customers must engage with at least one offer from one Stage to advance to the next one. Customer engagement is measured based on the impression of Actions on the U+ Bank website.

You are tasked with designing the customer journey and creating such entry criteria for the customer journey.

Use the following credentials to log in to the exercise system:

Role	User name	Password
Business User	BusinessUser	rules
Team Lead	TeamLead	rules
NBA Specialist	NBASpecialist	rules

Your assignment consists of the following tasks:

Task 1: Create a customer journey change request

As a Business User, submit a change request to create a customer journey by using the Mortgage lead nurturing journey tile to build interest in mortgage offers.

Task 2: Prioritize the change request created

As a Team Lead, assign a rank of 1 to the change request that the Business User submits.

Task 3: Complete the customer journey build Tasks

As an NBA Specialist, complete the various build Tasks to create the customer journey in the change request:

Define customer journey details.
Add the following Stage entry criteria:
- Initial contact or promotion Stage: Customer has impressions on any one of the actions from the Grow/Creditcards issue/group on the Web channel in last 7 days
- Education content Stage: Customer has impressions on the Pros and Cons action from the Grow/Mortgages issue/group in the Initial contact or promotion stage on the Web channel in last 7 days
- Conversion push Stage: Customer has impressions on the Fifteen Year Mortgage action from the Grow/Mortgages issue/group in the Educational content stage on the Web channel in last 7 days

Task 4: Review completed Tasks in the Build Stage

As an NBA Specialist, review all the completed Tasks in the Build Stage.

Task 5: Test the customer journey

Test the strategy for Joanna. Go through the customer journey by using the Customer Profile Viewer, and then confirm that she progresses through the journey after each click. Additionally, check that the impressions of an action do not count towards journey progress.

Task 6: Promote the changes to production

As a Team Lead, promote the change request to the Revision Manager, who deploys the business changes to the production environment.

Note: In a production environment, after the Promotion Stage, there is also a Deployment Stage, where the Revision Manager deploys all the promoted changes to production. Because this step is time-consuming, you will not perform it in this challenge.

Task 7: Verify the newly created journey

As a Business User, verify the newly created customer journey on the Customer Journeys landing page.

Challenge Walkthrough

Detailed Tasks

1 Create a customer journey change request

On the exercise system landing page, click Pega Infinity^TM to log in to Pega 1:1 Operations Manager.
Log in as a Business User:
1. In the User name field, enter BusinessUser.
2. In the Password field, enter rules.
In the navigation pane of 1:1 Operations Manager, click Customer Journeys to open the Customer Journeys landing page.
Click Create Journey to create a request for a new customer journey.
In the Create journey dialog box, select the Mortgage lead nurturing journey type, and then complete the details about the change request:
1. In the Change request name field, enter Discover and Apply for a Mortgage.
  Note: The entry represents the name of the change request, not the name of the customer journey.
2. In the Completion date field, click the Calendar icon, and then select a date in the future.
3. In the Description field, enter A customer journey to acquire new mortgage account customers.

Click Create.
In the Define journey details section, complete the following details:
1. In the Journey name field, enter Discover and Apply for a Mortgage.
2. In the Business issue list, select Grow.
3. In the Group list, select Mortgages.
4. In the Journey description field, enter A customer journey to acquire new mortgage account customers.
5. In the How to determine which stages will be considered in Action arbitration field, ensure that the Right-most eligible stage (default) selection is active.
6. Click Submit.
In the upper-right corner, click the user profile image, and then select Log off to log out of the application.

2 Prioritize the created change request

Log in to 1:1 Operations Manager as a Team Lead:
1. In the User name field, enter TeamLead.
2. In the Password field, enter rules.
In the navigation pane of 1:1 Operations Manager, click Change Requests.
On the Change requests landing page, click Discover and Apply for a Mortgage to open the change request.
In the change request, in the To do list, in the Rank change request Task, click Go to open the rank change request section.
In the Rank change request section, in the Rank field, enter 1.
Click Submit to submit the rank.
In the To do list, in the Assign build stage peer-reviewers task, click Go to open the task.
Click Submit to skip the addition of peer reviewers to the change request.
In the upper-right corner, click the user profile image and then select Log off to log out of the application.

3 Complete the customer journey build Tasks

Log in to 1:1 Operations Manager as an NBA specialist:
1. In the User name field, enter NBASpecialist.
2. In the Password field, enter rules.
In the navigation pane of 1:1 Operations Manager, click Change requests.
In the list of change requests, click the Discover and Apply for a Mortgage journey to open the change request.
In the Define attributes Task, click Go.
Review the attributes, and then click Continue to define the Stages.
In the Customer testimonials & stories Stage, click More > Delete stage.
In the Initial contact or promotion Stage, click Add Action to add an action to this journey stage.
Select the Pros and Cons checkbox, and then click Apply.

Note:
For training purposes, only one Action is added in each Stage to see a clear journey progression. In a real-time implementation, each Stage might have multiple actions.
In the Educational content Stage, click Add Action to add actions to this journey Stage.
Select the Fifteen Year Mortgage checkbox, and then click Apply.
In the Conversion push Stage, click Add Action to add actions to this journey Stage.
Select the Talk to An Advisor checkbox, and then click Apply.
In the Initial contact or promotion Stage, click More > Edit stage entry criteria.
In the Behavioral entry criteria section, select Customer [outcome] on [Issue][Group][Action] on [Direction][Channel] in the last [days] days.
Enter the condition to measure customer engagement based on the impression on Actions:
1. In the first drop-down list, ensure that has is the active selection.
2. In the second drop-down list, select Clicks.
3. In the third drop-down list, select Grow/ Credit cards/ All actions.
4. In the fourth drop-down list, select Inbound > Web.
5. In the fifth drop-down list, select 7.
6. Click Submit.
In the Educational content Stage, click More > Edit stage entry criteria.
In the Behavioral entry criteria section, select Customer [outcome] on [Issue][Group][Action] in [Juorney][Stage] on [Direction][Channel] in the last [days] days.
Enter the condition to measure customer engagement based on the impressions on journey Stages:
1. In the first drop-down list, ensure that has is the active selection.
2. In the second drop-down list, select Clicks.
3. In the third drop-down list, select Grow/ Mortgages/ Pros and Cons.
4. In the fourth drop-down list, select Discover and Apply for a Mortgage > Initial content or promotion.
5. In the fifth drop-down list, select Inbound > Web.
6. In the sixth drop-down list, select 7.
Click Submit.
In the Conversion push Stage, click More > Edit stage entry criteria.
In the Behavioral entry criteria section, select Customer [outcome] on [Issue][Group][Action] in [Juorney][Stage] on [Direction][Channel] in the last [days] days.
Enter the condition to measure customer engagement based on the impressions on journey Stages:
1. In the first drop-down list, ensure that has is the active selection.
2. In the second drop-down list, select Clicks.
3. In the third drop-down list, select Grow/ Mortgages/ Fifteen Year Mortgage.
4. In the fourth drop-down list, select Discover and Apply for a Mortgage > Educational content.
5. In the fifth drop-down list, select Inbound > Web.
6. In the sixth drop-down list, select 7
Click Submit.
Click Finish to complete the Build Stage.

4 Review completed Tasks in the Build Stage

Note: If you see the Assign build stage peer-reviewers Task, log in as a Team Lead to skip the Task by clicking Go and Submit, and then log in as the NBA Specialist to proceed with the challenge.

Review the generated artifacts, and then click Generate.

5 Test the customer journey

In the upper-right corner of 1:1 Operations Manager, click the NBA Specialist icon, and then click Switch portal > Customer Decision Hub.
Click OK to confirm the switch to Pega Customer Decision Hub™.
In the upper-right corner of Customer Decision Hub, click Reports > Customer Profile Viewer.
In the Type list, select Customer name.
In the Customer name field, enter or select Troy Murphy.
Click View to view the customer profile for Troy.
Click the Next best actions tab:
1. In the Channel context list, select Web Inbound, and then click Make decision.
2. Expand the Capture interaction section.
3. In the Outcome list, select Clicks.
4. Select the RewardsCard checkbox to simulate how this response affects future decisions.
5. Click Capture and redecision.
Click the Overview tab to see the clicks and journey progress for customer Troy:
If you do not see the journey progress, on the Next best actions tab, click Make Decision > View.
Click the Next best actions tab.
1. In the Channel context list, select Web Inbound, and then click Make decision.
2. Expand the Capture interaction section.
3. In the Outcome list, select Clicks.
4. Select the Pros and Cons Action to simulate how this response affects future decisions.
5. Click Capture and redecision.
Click the Overview tab to see the clicks and journey progress for customer Troy.
If you do not see the journey progress, on the Next best actions tab, click Make Decision > View.
Click the Next best actions tab.
1. In the Channel context list, select Web Inbound, and then click Make decision.
2. Expand the Capture interaction section.
3. In the Outcome list, select Clicks.
4. Select the Fifteen Year Mortgage Action to simulate how this response affects future decisions.
5. Click Capture and redecision.
Click the Overview tab to see that Troy progressed through the customer journey.
If you do not see the journey progress, on the Next best actions tab click Make Decision > View.