Prebuilt Journeys

Creating a more decision-focused automation experience

Campaign Monitor’s automation helps customers save time by setting up workflows. Users can choose to build a journey from scratch or use a prebuilt template as a starting point.

Prebuilt journeys are designed to simplify setup, allowing users to quickly customise and launch an automation with just a few clicks. The journey page plays a critical role in this process, giving users the context they need to decide whether a template is right for them before proceeding.

As the Senior Product Designer, I partnered with the Journeys team’s Product Manager and Engineer to lead a complete redesign of the prebuilt journey pages.

Problem

‍The current prebuilt journey experience created unnecessary friction in how users evaluated and adopted automation. Due to limited preview capabilities, fragmented information, and poor visibility of key features, users needed to create a journey to fully understand it, resulting in a high percentage of journeys being left in draft.

How might we redesign the journey selection experience to enable upfront evaluation, reduce draft abandonment, and improve conversion from page view to active setup while creating a more scalable, consistent foundation for future journeys?

Challenges

‍The current journey pages faced the following limitations:

  • Built outside the design system, the page was static with limited flexibility for enhancements.
  • Existing layout was not responsive, breaking across multiple screen sizes.
  • Timeline was tight and the solution needed to be scalable, high-value, and easy to implement.
Prebuilt journey pages before

Process

‍I began with a full audit of the existing experience: reviewing structure, content, imagery, and the core information users needed to make an informed decision.


I then mapped the decision-making flow to identify where users lacked clarity or confidence. This surfaced gaps between what the page communicated and what users needed to understand before proceeding. From there, we prioritised high-impact changes that reduced uncertainty early, focusing on improving content hierarchy and providing key insights to support more confident decisions about whether to move forward with a journey.

Key insights

‍The pages weren’t supporting confident decision-making. Users were unable to preview a journey before creating one. The only available preview was a static screenshot showing the first steps of the workflow. To properly evaluate a template, users had to create a journey first.

This led to a frustrating cycle: select → set up → realise it wasn’t suitable → abandon.

That single gap was driving a significant percentage of journeys to be abandoned in draft.

Solution

‍The experience was redesigned to support validation before setup, enabling customers to evaluate journeys upfront and move with confidence. All pages are now fully responsive and feature a clear, consistent structure, making it easier for users to quickly understand what each journey is about.

A journey preview was introduced as a core feature, allowing users to explore the full workflow directly on the page, reducing steps and removing the need to create a new journey to gain full visibility.

Content hierarchy was simplified to prioritise key information and refined for clarity and guidance. Two new sections were added to communicate the journey’s purpose and structure, along with related journeys to support exploration.

Impact

  • Increased conversion from page view to active journey setup
  • Reduced journeys abandoned in draft
  • Improved visibility of key features, including Shopify integration
  • Established a more scalable and consistent foundation for future journeys

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