Journey 2, Product brief

Journey 2, Product briefPack version: 3 Sep 2026, 23:20 (London)

The Product brief

The trip surfaces, now and next

What this brief is. The pre-travel window's biggest asks are Product's: two app builds, one surface ruling and one defect date. The comms are CRM's; the surfaces below carry the whole journey for the 18 percent of winners no proactive channel reaches, and Product co-approves every in-app half.

The ask at a glance

Surface	Today	Proposed	The work here
The trip state	A static booking confirmation that answers none of the day's questions: no platform, no coach, no live status, no saving.	A persistent, live, consent-free trip state, active T-3h to departure, flipping instantly on refund, cancel or disruption; every send deep-links to it.	THE SURFACE RULING (reskin or net-new) + THE BUILD
The on-board modal	Nothing marks the value moment: upgrade value is the top positive and top negative theme, unanswered.	One render per trip: the realised saving and this operator's inclusions, hard-suppressed on disruption, never with an unsubstantiated figure.	THE PHASE 2 BUILD
The lock-screen pin (iOS)	A push read once at 07:40 cannot update at 08:55.	Route, platform, coach and countdown live from T-2h; replaces the wayfinding push where it starts, never stacks.	THE SCOPED INVESTIGATION, on the release train
The swap path	The swap-eligibility defect gates the seat-swap path inside the arc.	The fix, dated.	THE DEFECT DATE

What Product is being asked to decide

The trip-state surface: reskin the trips view or build net-new. The reskin is the smaller build, and every row in the journey deep-links to the answer.
The pin's re-scope: the start token exists; the surface build rides the app release train, and nothing in the launch depends on it.
The on-board modal's detection: trip start event or geo, with the fire-time disrupted flag beside it.
The swap-eligibility defect's date: it gates the seat-swap path inside the arc, not the journey.

The constraints the surfaces play by

The state is never consent-gated and never suppressed: its content changes state instead.
Pushes and emails are alerts on top of the state, never the truth itself.
No sell, no referral, no opt-in ask on any in-app surface in the arc.
No saving figure renders until the amount is substantiated.

Sources: the voice-of-customer analysis, the contactability audit, and the Decisioning matrix rows this table summarises. The per-row logic lives on the matrix: one home per fact.

Working detail

The decisioning matrix, the source of truth The campaign brief in full The analytics brief Reference The moment map, all journeys How we work

Leave feedbackThis pack is at Gate 1: the strategy review. The timing-test decision, the post-win slot ratification, the deleted recovery send and the catering call are the open decisions. Say what is wrong with the strategy, or what it is missing.

Pack version: 3 Sep 2026, 23:20 (London)