# 3 · Journeys: across visits, devices and messages A **journey** is the person's whole experience of a job over time, not one sitting: the ad they saw, the sign-up, the email the next morning, the first real result a week later, the day they want to cancel. A flow (part 1) is one path through the product. A journey strings flows together across visits, devices and channels (email, text, a push notification, a phone call). You build in one session, so you design for one sitting. People live the journey in pieces: on a phone on the bus, then on a laptop, interrupted twice. --- > **In ihumane Pro** (https://ihumane.ai/#pricing): > - J1 · First visit and tenth visit are different people > - J2 · Onboarding is a flow that ends at the first real result ### J3 · Expect interruptions: save progress, make picking up easy **Rule:** Assume any flow longer than a couple of minutes gets interrupted: a phone call, a lost connection, the laptop closing, a document they don't have to hand. So: - **say at the start what they'll need** ("You'll need your passport and a recent bill"); - **save as they go**, step by step, and show it ("Draft saved"); - **on return, offer to continue** where they stopped, visibly, from the place they'd look (the home screen, the list, the email they started from), and on another device if they're signed in; - **tell them how long it keeps** a draft, if it doesn't keep it for ever. **Why:** Life interrupts. A form that's lost after a 15-minute break punishes people for having a life, and many won't start again. **Agent trap:** a long application held in browser memory. The session times out while the person finds their passport, and everything goes. Or the draft is saved, but nothing on the home screen says there's a draft to finish, so they start a new one. **Check:** start the flow, close the tab half-way, and come back from the start page. Is there a visible way to continue, with everything kept? Do the same with the network switched off mid-step. **Limit:** save the work, never the act. Saving a draft automatically is fine; sending, paying, booking or publishing always waits for the person. > **In ihumane Pro** (https://ihumane.ai/#pricing): > - J4 · Messages outside the product land in the right place > - J5 · Leaving and changing your mind are part of the journey