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What is a Journey Framework?
A Journey Framework is a set of themes trained in Wordnerds to identify different stages of a specific customer experience. For a repairs journey, for example, stages might include making an appointment, waiting for the appointment, the operative's conduct, the repair itself, and quality of repair. When a customer writes free text feedback, these themes identify which journey stages they've mentioned, even if they haven't explicitly named the stage.
How to use this page
Reading the journey line graph
The main feature of this page is the Journey Line Graph. Each bubble on the line represents a different stage of the journey:
- Vertical position (Y axis): The sentiment score for that stage. Higher = more positive, lower = more negative.
- Bubble size: The volume of comments about that stage. Bigger = more customers talking about it.
Hover over any bubble to see the specific volume and sentiment score for that stage. Right-click to drill through to the verbatim comments.
The visual immediately tells you which stages customers feel most positively or negatively about, and where conversation is concentrated. For example, you might see that the repair itself is a large, high-positioned bubble (positive, high volume), while waiting for an appointment sits much lower (negative sentiment, medium volume), telling you that waiting times are a meaningful pain point.
Drilling into a specific stage
Click on any bubble and the page updates to show more detail about that journey stage:
- Sentiment wheel (left): Shows the breakdown of very negative through to very positive feedback for that stage. Click on a segment to filter further and drill through to verbatim for that sentiment category.
- Crossover themes table (right): Shows what else customers mention alongside this journey stage in the same piece of feedback.
Using the crossover themes table
The crossover themes table shows related themes that appear alongside the selected journey stage. For each crossover theme, you'll see:
- Volume: How many times it appears within this stage.
- Sentiment score: How positively or negatively customers discuss it in this context.
- KPI score: The relevant metric (for example, TSM score).
- Uniqueness: How specific this crossover theme is to the selected journey stage. A high uniqueness score means the theme is more likely to appear within this stage than elsewhere in your data, suggesting it's particularly associated with this point in the journey rather than being a general complaint.
Click on a row in the crossover themes table to see all comments where both the journey stage and that crossover theme appear together.
Filtering crossover themes
In the page inputs at the top right, there's a dropdown to select which framework or theme group to display in the crossover table. This is where theme groups become useful, for example, selecting a "Pain Points" theme group filters the crossover table to show only your key problem themes in relation to the selected journey stage. Other useful groupings might include effort drivers, or, in a housing context, health and safety hazards.
Shift-click for precise drill-through
For advanced analysis, hold Shift while clicking to select multiple items simultaneously. For example: click a journey stage, Shift-click on the very negative segment of the sentiment wheel, then Shift-click a theme in the crossover table. When you drill through to verbatim, you'll see only the very negative comments about that journey stage that also mention your selected crossover theme. This gives you a highly targeted subset of your data without any manual filtering.
Switching between journeys
If you've set up multiple customer journeys on Wordnerds, for example, repairs, complaints, ASB, and moving in, you can switch between them using the dropdown in the page inputs.
Key points
- Purpose: Visualise customer experience across different journey stages to identify where things are going well or need improvement.
- Set up in Wordnerds first: Train themes on the Wordnerds platform to capture conversation about each stage in your customer journey, then group them into a framework to visualise on this page. (theme banks link here?)
- Journey line visual: Bubbles positioned by sentiment (Y axis) and sized by volume to show performance at each stage.
- Sentiment wheel: Click any journey stage to see the sentiment breakdown specifically for that stage.
- Crossover themes table: Shows what else customers mention alongside each journey stage.
- Uniqueness metric: Indicates how specific a crossover theme is to the selected journey stage versus general feedback.
- Theme group filtering: Select specific theme groups (for example, Pain Points) to focus the crossover table on relevant topics.
- Multiple journeys: Switch between different customer journey types if configured.
Use case
Use this page to identify what's going well, not just areas for improvement. If "Operative Conduct" consistently appears as your highest sentiment stage with high volume, that's worth sharing with your repairs team, positive feedback can be just as useful for morale and service understanding as identifying problems.
At the same time, one negative stage can shape customers' overall perception even when everything else is positive. If a customer has a poor experience waiting for an appointment but all other stages are good, they may still rate their overall satisfaction as poor. Understanding feedback at a journey stage level helps you target improvements precisely.
Finally, this page tends to resonate particularly well with operational stakeholders, because the journey framework maps to how they already think about their service, making it easier for them to connect finding to action.
✍️ Article written by: Zoe, Customer Success Manager
Still in need of some help? Give us an email on support@wordnerds.ai or reach out to your CSM directly.
Do we just divvy up the people who wrote the article between the 3 of us?