Journey Product Update Webinar

March 24, 2026

Presenters:

• Greg Mummah — Product & Marketing
• Pallavi Arya — Senior Product Manager
• Bolton Graham — Moderator

Welcome & Introductions

Greg Mummah: Good day, everyone. Welcome to the Journey product update for March 2026. My name is Greg Mummah, I work with our product and marketing teams, and with me is Pallavi Arya, who is one of our product managers. We’re going to walk through our product updates today and show you some new functionality.

If you have any questions, please feel free to drop them in the chat window. We are monitoring that window and will be answering questions at the end of the presentation.

Here’s our agenda: we’re going to kick it off with Pallavi doing the Q1/Q2 update, then I’ll jump in and demonstrate some new features. We’ll give you a brief preview of what’s coming soon, and then take questions at the end.

Q1 / Q2 Roadmap Update

Pallavi Arya: Thanks, Greg. Hello, everyone. I’m Pallavi Arya, Senior Product Manager at Journey.

In Q1, our focus was on strengthening the core foundations of the platform while improving real-time operational visibility and on-ground execution. Key capabilities introduced include:

• Centralized Security Center
• Real-time queuing dashboard
• Structured invites-only flow
• Cord app (mobile staff experience)
• Customer Experience Hub

In Q2, we’re focused on scaling, flexibility, and intelligence:

• Coupons for appointments
• Unified service model across multiple modes
• Express queue and appointment waitlist for high-demand scenarios
• Insights Hub V2 — doubling down on data-driven decisions

Overall, we’re moving toward a more scalable, flexible, and insight-driven platform.

Events: New Features & Full Lifecycle Demo

Greg Mummah: In Q1, we’ve focused heavily on our event solution. Here’s what’s new:

• Complete experience flows for both staff and customers — including landing pages and confirmation workflows
• Coordinator app — a new mobile staff experience for managing events on the ground
• Insights Hub integration — analytics collected to help start and improve event programs over time
• TAM Program — our Technical Account Manager team can do deep-level analysis of booking data for events, appointments, and more
• Scale — customers are already live in production running thousands of events

Customer Flow Walkthrough

The event lifecycle begins with an invitation. Invitations are template-based, HTML-designed, and can be created with drag-and-drop (WYSIWYG editor arriving Q2).

1. Invitation — Customer receives a personalized invite (e.g., a VIP meet-and-greet). The event can be locked to the invited guest only — preventing forwarding — or run publicly.
2. RSVP & Registration — Customer taps RSVP, their information is pre-filled, they grant consent, and confirm registration.
3. Confirmation Email — Contains booking details and a QR code for day-of check-in.
4. Day-of Check-In — Customer arrives at the store and checks in via the Experience Hub kiosk using their QR code. Check-in is confirmed and reflected in the staff view in real time.

Staff Flow Walkthrough (Coordinator App)

The Coordinator App is a progressive web application — no installation required, fully browser-based, works on phone or tablet.

Staff capabilities include:

• View the full guest list with real-time status (e.g., checked in, invited, registered)
• Add new guests on the spot — search for existing customers or add new ones
• Invite, register, or check in guests with a single tap
• Check in via QR code scan directly from the app
• Upload guest lists via a downloadable CSV template — the system tracks all uploads with timestamps

“Event management in the palm of your hand.”

Security Center

Greg Mummah: Some customers have reported incidents where their booking platform is being used to attack them. Security Center consolidates Journey’s security features into a single administrative console.

Version 1 Features

1. Rate Limiting

• Restrict bookings by: same first/last name, email address, IP address, or phone number (e.g., once per hour)
• Block bookings from an entire email domain
• Set exemptions for trusted users (e.g., internal staff)

2. One-Time Passcode (OTP) Verification

• Send OTP via email, SMS, or both
• Triggered at the final stage of booking — customer must verify identity before the booking is committed
• Existing CAPTCHA support also remains available

Coming Soon to Security Center

• Whitelisting & blacklisting
• Additional security controls (details available via your Account Manager)

Coming Soon: Programs & Queuing Enhancements

Programs (Preview — Prototype Stage)

Note: This is a prototype preview, not a delivery commitment.

Today, Journey supports events, appointments, and queues — and they can be combined. What’s coming is a “container” concept — a full marketing program that brings everything together:

• Group multiple events, services, and queues under a single program
• Customers can select the activities they want to participate in
• Multi-tier ticketing — VIP, general, press, staff, etc. — each with differentiated treatment and targeting

Queuing Enhancements

• New real-time queuing dashboard — available now (dedicated webinar coming)
• Quick Queue (Express Queue) — a streamlined, high-volume option for counting and managing door flow at large events
• Appointment Waitlist — coming in Q2 to handle high-demand booking scenarios

Q&A

Q: Is the mobile staff Coordinator App an app? Does it need to be installed?

Greg: No installation required. It’s a progressive web app — entirely browser-based. Staff don’t need to go through an app store or deal with MDM requirements. It works on personal devices without privacy concerns for either the employee or the company.

Q: How do you design the invites and confirmation messages?

Greg: A WYSIWYG drag-and-drop editor is arriving in Q2. It allows you to visually design invitations and confirmation messages, and drop in variables from Journey directly into the templates.

Q: Can anyone create an event? Is there an approval process if a store wants to create one?

Greg: An approval/workflow process for event creation is on the roadmap but not available today. It has been requested and is coming.

Q: Will there be a landing page builder for events?

Greg: A landing page builder already exists for events. It will continue to be enhanced — especially as the “Programs” concept rolls out, bringing landing pages, booking flows, and all related components together in one place.

Q: What other capabilities does the Security Center offer?

Greg: Version 1 includes OTP verification and rate limiting. A broader roadmap of additional features is planned. Reach out to your Account Manager for a detailed walkthrough of what’s coming and when.

Closing

Greg Mummah: Thank you very much, everyone, for attending today. We really appreciate your attention. We’re more than happy to show any of these features in more detail — please reach out to your account manager and they can set up a demo. Thanks again, and have a great day!