Journey 10 · Returning transactor: home re-entry · The review pack (design stage)

Returning home: a known customer, recognised

This pack is a proposal, at the earliest gate of the ten. Nothing is signed: the Product scoping session has not happened, and this pack is the proposal that goes into it. Say what is wrong with the proposal, or what it is missing.

How we work with agents ↗

Journey 10 · Grow

The returning-home journey

The product answers first: a returning customer is recognised by the home screen itself, one state-resolved card and a next-best-action tile rail, with no new outbound send anywhere in the journey. This journey sits at the earliest gate of the ten: nothing is signed, the Product scoping session has not happened, and this walkthrough is the proposal that goes into it.

The CRM brief: every comms change, today beside proposed

▶ Watch the customer experienceOpen full screen

The film of this journey as the customer receives it: every segment, state and channel, with the change and the evidence at each moment. The static walkthrough below carries every change in full beside its evidence.

The static walkthrough

The same journey with every moment on screen at once: each change, its evidence and its full logic, moment by moment below.

Two live defects sit under this journey: the surface is unreadable (zero impressions across 11 cards) and the card slot is unfiltered. The detail, with the fixes: the Engineering brief.

ValidatedAnalytics validation requiredData / build outstanding

Choose the viewEvery change redraws the walkthrough below: one traveller, one channel state, one ending, one phase.

The D pins: the data the changes need

The pins on the walkthrough above mark the data each change needs, coloured by the sort of ask: COMPUTED TRAIT · ANALYTICS APP AND JOURNEY OWNED NEW EVENT · ENGINEERING BUILDS EXISTS · PIPE TO BRAZE READY · NOTHING TO BRIEF. Tap any pin, anywhere in the pack, for what it is. The full contracts live on the Engineering brief, the computed traits on the Analytics brief.

Pin	The ask	Where it stands
D1	APP AND JOURNEY OWNED	Does not exist yet
D2	COMPUTED TRAIT · ANALYTICS	Buildable today
D3	COMPUTED TRAIT · ANALYTICS	Exists, not synced to braze
D4	COMPUTED TRAIT · ANALYTICS	Does not exist yet
D5	COMPUTED TRAIT · ANALYTICS	Exists, not synced to braze
D6	NEW EVENT · ENGINEERING BUILDS	Does not exist yet
D7	NEW EVENT · ENGINEERING BUILDS	Does not exist yet
D8	NEW EVENT · ENGINEERING BUILDS	Does not exist yet

Who walks through this journey

The volumes behind the walk: how many customers take it, split by who they are and what we can reach them on. These numbers prioritise what gets built first.

Who	Push and email	Push only	Email only	No marketing channel	All channels
Returning actives a month (iOS bounds)	TBC	TBC	TBC	TBC	97,000 to 128,000
The monthly transacting base	TBC	TBC	TBC	TBC	56,133
Active users holding no outbound channel	TBC	TBC	TBC	TBC	about 26 percent: this surface is their only reach

Bounds: Amplitude events segmentation, iOS, 20 Aug 2026, and pack figures. The cohort is unsized; the sizing ask is with Analytics. Consent is deliberately unchecked at render: the surface reaches everyone.