06 Configure your first Order Journey

In the final chapter, you will use the configurations from the previous chapters to put together an order journey to create a first self-service experience for your customers on keylight.

What are Order Journeys?

Order Journeys offer a distinctive and powerful capability for businesses to control and customize the entire order and sign-up processes. An Order Journey consists of a series of Steps that guide customers or users through completing an order, a new purchase, or a change to an existing subscription. keylight offers various pre-built steps that can be directly applied to an order journey. Within each step, admins can tailor the process further to their specific business needs, by adding hooks and conditions to validate user input and trigger relevant actions. This can be used to create personalized journeys for customer segments or other advanced requirements. Below are some use cases where order journeys can be applied:

Order Journey for customers

• Order-to-cash processes
• Shop & checkout experience
• Subscription self-service with upgrades and downgrades
• Cancellation flows or pausing of subscriptions
• Winback journeys

Guided selling for sales teams and partners

• Quote-to-cash processes
• Purchase on behalf of customers
• Dedicated order steps for partners
• Collaborative orders steps between customers, partners, and sales teams

Before you begin

• Be sure to complete the tasks in the previous chapters, as some steps on this page require information configured in previous tasks.

• Navigate to Sales & Commerce in the Configuration App. The tasks on this page are as follows:

  • Create an order journey
  • Test your order journey

Create an order journey

The order journey below uses 7 pre-built steps to compose a simple shop & checkout flow for your shop.

To create an Order Journey:

1. Navigate to Sales & Commerce > Order Journeys.
2. Click Create New.
3. Enter "Self-Service Shop & Checkout" in the Name text box.
4. Leave the Key and Order Channel fields empty for the purpose of a quick start. keylight will assign the order journey with a random key instead.
5. Select an entity from the Business Entity drop-down list. See set up your business entity, if no entity is shown.
6. Click Create.
7. Click on the order journey that appeared on the page to add the steps that make up the journey.

Step: Product Selection

The Product Selection step is a page where users, specifically your customers in this guide, can choose the product or products they wish to purchase.

To add the Product Selection step:

1. Click Create New under Steps.
2. Enter "Product selection" in Name.
3. Select Product Selection from the Type drop-down list.
4. Select the previously configured product selection item from the Product Selection drop-down list. If no item is shown, see configure a product selection.
5. Optional: Check the Unique Selection checkbox, if the customer is only allowed to add one product to their order.
6. Check the Progress Bar and Active checkbox. A progress bar is a UI element that appears on top of every page throughout the entire order journey. By checking this box, the configured step will be included in the progress bar. If left unchecked, the step will not be shown in the progress bar. This can be useful for external processes that occur in the background while the customer or user continues with the order journey.
7. Click Create.

Step: Order

The Order step provides an overview and summary of the order. After choosing the product at the Product Selection step, your customer will be able to view their selected items at this step. It can also function as a "shopping cart".

To add the Order step:

1. Click Create New under Steps.
2. Enter "Cart" in the Name text field.
3. Select Order from the Type drop-down list.
4. Check the Progress Bar and Active checkboxes
5. Click Create.

Step: Authentication

The Authentication step prompts the customer or user to log in or sign up. For a quick start, keylight's identify management capability is the default authentication method. You can also connect your authentication provider to keylight via integrations.

To add the Authentication step:

1. Click Create New under Steps.
2. Enter "Login or create an account" in Name.
3. Select Authentication from the Type drop-down list. If a customer account is not required to place an order in this journey, select Optional Authentication from the drop-down list instead.
4. Check the Active checkbox.
5. Click Create.

Step: Form

The Form step is used when you require more information from the customer or user to fulfill the order, such as billing information, address, or additional requests.

To add the Form step:

1. Click Create New under Steps.
2. Type in "Customer Information" in Name.
3. Select Form from the Type drop-down list. Known text fields in the form will be auto-filled for returning customers who signed in at the Authentication step.
4. From the Form Target drop-down list, select "Sold To Account".
5. From the Form drop-down list, select the form created in configure forms.
6. Check the Progress Bar and Active checkboxes.
7. Click Create.

Step: Payment Method

The Payment Method step is where the customer selects their preferred payment method to complete the transaction.

To add the Payment Method step:

1. Click Create New under Steps.
2. Enter "Payment method" in Name.
3. Select Payment Method from the Type drop-down list.
4. Check the Progress Bar and Active checkboxes.
5. Click Create.

Step: Confirmation

The Confirmation step is where the user confirms the details of their order. In this step, the customer is presented with their product selections, the corresponding prices, and other order details to confirm before the order is officially placed in keylight.

To add the Confirmation step:

1. Click Create New under Steps.
2. Enter "Confirm Order" in Name.
3. Select Confirmation from the Type dropdown.
4. Select "Direct Confirmation" from the Confirmation Type drop-down list.
5. Check the Progress Bar and Active checkboxes.
6. Click Create.

Step: Order Done

The Order Done step is used to configure the actions or processes that should occur after the order is confirmed.

To configure the Order Done step:

1. Click Create New under Steps.
2. Enter "Order done" in Name.
3. Select Order Done from the Type drop-down list.
4. Optional: Enter a destination in the External URL text field. The customer will be redirected to this page once they have confirmed the order.
5. Enter a text copy in the Message Title and Message Body text fields. For example, "Thank you for your purchase" or "We have received your order."
6. Check the Progress Bar and Active checkboxes.
7. Click Create.

Test your Order Journey

After configuring the steps above, all that is left is to launch and test your first Order Journey:

1. Scroll up to the top of the order journey's page and click the Launch button in the upper right corner.
2. Your Order Journey will be launched in a new window, where you can see all the configurations you set coming together. This is exactly how the order journey will appear to your customers.
3. Go through the journey as an end customer would and complete your first purchase. You can always go back to the Configuration App to edit your order steps by clicking on the name of the steps or drag & drop to rearrange the step order.
4. To see the updates of your changes, simply refresh the window of your order journey.