*New* Customer Journeys

Lorena Updated by Lorena

In this guide, we introduce you to our new customer journeys and explain how your customers will be led through the booking process, and share some insights into how staff can configure the experience.

We have given our booking process a modern makeover, focusing on enhancing the user experience. The new design ensures a streamlined and seamless booking experience for your customers. The journeys are fully customizable in Studio with the new tools: Journey Builder and Branding Theme Builder.
The journey builder is only available on the edge version of Studio , with V5 of the API's

The new Customer Journey

Note: Depending on the individual settings of the Customer Journey in the Journey Builder, the order of steps and available features based on this selection may vary. The journeys can start either with the location or the service step.
Booking an appointment

To book an appointment, customers will go through the following these steps:

  1. Select a service (categories can be used to group services). There are different display options for services that can be configured in the Journey Builder. Long service descriptions can be viewed in a modal. By default service name, duration and description are displayed.
Note: If you want to separate your services by meeting methods (in-person, phone, video) please create a category for each method, then create a duplicate service for each method (by selecting the offered method in the service profile settings) and finally link the service to the correct category.
  1. Select a location, either by searching for a location name, town, or postcode or by selecting the "Use my current location" button. Branch opening hours per location can be shown or hidden from the location tiles in the journey builder. By default, customers will see the location name, distance, address and phone number (if available).
Note: The Next-available and Quickbook features allow customers to access the earliest available appointments and speed up their booking experience. They can be enabled in the Journey Builder (This requires the "service" step selected as the first step of the journey).
  1. Choose a time and date on the calendar step. Customers can change the timezone in which they want the view the available timeslots.
  1. Enter your personal details (First and last name, email address, mobile phone number), optionally add additional attendees, answer any additional booking or customer questions (if they were set up for the service in Studio), and agree to the data protection policy (text can be fully customized in the journey builder).
If you want to control more granular which basic information (phone, email, address) the customers are being asked for, please contact your CSM.
We also support adding captcha to this step to protect you from bot-bookings, this can be enabled in the Journey Builder
  1. Confirmation. The info shown on this step are:
  • Booking Reference number
  • Service name and duration
  • Method (in person, phone, or video)
  • Date and time of appointment
  • Branch location (the address is removed for phone or video appointments)
  • Customer details (Name, email, phone)
  • Additional attendees
  • Staff name
  • Link to map of the branch location

From the confirmation screen, the customer can Reschedule their appointment, add it to their calendar (Google, Outlook,iCal), join video appointments or cancel the appointment (if the settings in Studio allow for it).

Appointment availability

The appointment availability that customers see is determined by two things:

  1. Staff schedules: Schedules are created and amended within Studio. If you would like more information on creating staff schedules, refer to the Creating and managing staff availability article.
  2. Time slots: The time slots that customers see (e.g., 9:20, 9:40; 10:00) are calculated based on your timestep settings, a service creation setting. More information can be found on this in the Creating and editing services article.


Depending on the settings of your store/branch, upon confirmation customers may receive confirmation via SMS or email also. This helps the customer to keep a copy of their confirmation should they need it to remember the time, date and location.

Notification settings can be amended within Studio if you navigate to Settings > Basic Settings > Notifications.

Supported languages

See the list of languages that we currently support below, new languages can be added upon request.

  • English UK
  • English US
  • English HK
  • English AU
  • English China
  • French France
  • French Canada

Still have questions?

If you have any further questions about the new customer booking journey, please contact JRNI Customer Support, who will be happy to help.

How did we do?

*New* Journey builder

Customer Journeys