Learn how to use TheyDo and understand key concepts: Journeys, Frameworks and Building blocks.

Intro to TheyDo

A Journey is a series of steps, designed from your customer’s perspective, that gives context to qualitative and quantitative data. Learn the anatomy of a journey and how to use it.

Anatomy of a journey

Building blocks connect the innovation process with the customer experience. Learn about the six types of building blocks and the relationships that are created by linking building blocks to each other.

Building blocks

If you're just starting out using TheyDo, start here to experience the journey management workflow for yourself.

Building your first Journey

A journey framework represents the overall structure to house your journeys. Journeys are nested through parent-child connections, creating a grid-like system to position any kind of building block. 

How a journey framework is the single source of truth

Intro to using TheyDo

Use journeys to turn customer problems into opportunities for the business.

Problem discovery with journeys

This guide explains how you can score and prioritize opportunities quickly and effectively.

Uncover and prioritize opportunities

Create and validate new ideas, bring in the backlog, and find the right solutions.

Solution discovery with journeys

Design, build and ship – TheyDo tracks every project back to the journey.

Solution development with TheyDo

Go from mapping to management

This template can be used as a foundation for building a business case for adopting TheyDo within your organization.

Business case template

Build the Journey Management business case

Building the Journey Management business case

Getting started

getting started

Simplify your work and focus on what matters – learning about your customers – with this huge suite of features.

Start using Journey AI today

Metrics are vital tools that guide decision-makers with data-driven insights complemented by qualitative journey details. Here are tips for creating the perfect metric in TheyDo.

6 common insight types and examples

Learn how to create and edit personas, as well as how to add them to journeys.

3 Tips for creating personas

This guide gives 5 tips on scoring opportunities.

5 Tips to improve your Opportunity scoring

Create the perfect metric in TheyDo

Learn how to make a journey you can manage.

6 Tips for setting up Customer Journeys

Tips for powerful journey maps

Learn about the elements of a basic customer journey in TheyDo.

The Basic Customer Journey Template Explained

In this article, we'll explain the power of digital Service Blueprints and show you how you can create them with TheyDo and how they fit into your Journey Management System. We'll use a customer journey and the Solutions database to connect everything.

The service blueprint template explained

The Service Blueprint Template Explained 

Customer journeys can have various scales and scopes. Before you start mapping steps, a key consideration is where a journey should start and end, and how 'detailed' it should be.

Micro and Macro Journeys

Different types of journeys

Improve prioritization of the biggest problem areas in your customer journey with TheyDo's custom opportunity scoring.

Improve prioritization with custom opportunity scoring

Discover effective strategies for managing customer journeys with multiple paths in this guide. Learn how to focus on primary journeys, leverage personas, use tags, and link journeys to simplify complex scenarios.

Tips for managing journeys with alternative paths

Implementing Journey Management

TheyDo's Interview Script Template offers a structured approach to uncovering invaluable customer insights.

Your Ultimate Interview Script Template

Interview Script Template

Learn how to scale up Journey Management across the organization.

Scaling up Journey Management

Learn about our Journey Management Maturity Index.

Journey Management Maturity Index

this guide explains how to effectively combine qualitative and quantitative data to uncover the full picture of your customer journeys for more impactful analyses.

Merging metrics with stories: How to mine the meaning in journeys using both qualitative and quantitative data

Upskill your Journey Management

In effective customer experience (CX) management, the most impactful starting point isn’t a polished journey map or sophisticated CX program. It’s a clearly defined business challenge.

Defining the business challenge

Journey Management Playbook

Best practices

best practices

Build a journey with AI

Get a head start with AI

The insights card

How to create insights

How to import insights from CSVs

Insight Mining

Insight Scoring System

Insights

What is a persona?

How to organize and compare personas

How to manage personas

Personas

How to write an Opportunity

How to create an opportunity

The opportunity card

Opportunities

What is a solution?

The solution card

How to create solutions

Solutions

What is a metric?

How to add metrics

Metrics

Experience graphs

Custom views

Zoom controls and full screen mode

Journey Duplication

Impact Scores in Experience Graphs

Journey Summarization with AI

Journeys

Build a journey

Using templates to standardize

Types of templates

Editing an existing template

Templates

How to create and manage tags

Use statuses to track progress

Taxonomy

Intro to journey frameworks

Journey framework zoom levels

Every Journey counts: how to recognize and organize journeys at scale in TheyDo

Journey Frameworks

Build your journey management system

Intro to the Journey Management workflow

Linking insights to opportunities

Using scorecards to standardize opportunities

How to prioritize opportunities

Using the opportunity matrix

Prioritizing solutions

Go from insight to implementation

Libraries

Report, filter, and track journeys

Live collaboration features

Share public and private links

How to export journeys

Bring in your team and stakeholders

Use your journey management workflow

In this guide, we will show you how to edit an existing template

Available integrations and embeds

Embeds allow you to bring rich content from other apps into TheyDo

How to use embeds

Setup and start using Jira epics, stories and tasks in your Journey Management.

Jira integration

With the Azure DevOps integration, you can sync TheyDo solutions with work items in Azure DevOps. This guide explains how to set it up.

Azure DevOps integration

With the Qualtrics integration, you can sync Qualtrics data to TheyDo. This guide explains how to set it up.

Qualtrics integration 

This document outlines the step-by-step workflow to integrate Qualtrics survey responses into Journey AI using an automated export and ingestion process. The integration allows survey responses to be extracted, exported as CSV, and seamlessly ingested into a Journey workspace for immediate analysis and mining.

Setup Qualtrics workflows for AI mining


Easily copy content in bulk from platforms like Miro, Mural, or Figjam and paste it directly into TheyDo to bulk create journey cards.

How to bulk create cards from copy/pasted Miro, Mural or FigJam content

How to bulk create cards from copy/pasted Miro, Mural or Figjam content

Data and integrations

Data Hub is the central place for managing all files you’ve uploaded into Journey AI. Whether you're working with interviews, surveys, support logs, or feedback—it keeps everything organized so you can focus on turning insights into action.



Data Hub


Start a journey from the dashboard or journey library.



Create a journey or journey mining

You can safely enrich any journey you have in two ways: either by uploading new research and feedback into the journey, or by using the research and feedback already uploaded elsewhere to mine for new insights.



Enrich a journey or insight mining

Review insights and their scores

You can reveal opportunities (’How might we’ statements) in any cell in opportunities lane. It will summarize relevant insights and provide next steps, as well as reasoning why you should pursue this opportunity.



Reveal opportunities

When uploading survey or feedback data to the Data Hub, the quality of your CSV files directly impacts the quality of insights Journey AI can generate. This guide will help you prepare your CSV files to maximize the extraction of valuable customer verbatims and improve your insight reliability scores

How to clean up CSV files for Journey AI

How to clean up CSV files for Journey AI?

Actionable Intelligence

How to edit organization information

Your organization

Your workspace

This article explains how to duplicate workspaces to your organization, or another one.

Duplicating Workspaces

Learn how to make changes to your personal profile.

Editing your profile

Learn how to set up single sign-on (SSO) in TheyDo.


Set up single sign-on (SSO)


This guide troubleshoots any scenarios where registering, inviting, or logging in doesn't work.

Log in issues

Billing and invoices

Understand roles and permissions in TheyDo


Understand roles and permissions


Learn how to remove team members from Workspaces and Organizations in TheyDo.


Revoke team member access


Revoke access

Admin

Help Center

help center

Help center

Journey Management is an approach to enhancing the customer experience, encompassing ongoing research, analysis, and prioritization within and across journeys. More than just a process, it's a mindset that aligns business goals with customer priorities.

What is Journey Management?

What's the value of working journey-centric and what does it look like in practice?

Why work journey-centric?

TheyDo is a customer journey management platform designed to help teams align their customer obsession with execution, by organizing everything around their number one product: the customer journey. 

What is TheyDo?

What's TheyDo?

Learn about what a customer journey is, why it matters, and the many different kinds of journeys that can exist across the entire customer lifecycle.

What's a customer journey?

Why Journey Management?

Success comes from understanding both customer and business needs in the right context. With Journey Management in TheyDo, you can break down any business KPI into customer journeys and link both together. Find out how.

Connecting business and customer goals

Journey Management offers a strategic approach that aligns teams around the customer experience, driving significant business benefits. Learn more by downloading "The ROI of Journey Management".

The ROI of Journey Management

Journey Management ROI Report

Customer journeys are rooted in real-life experiences which generate quantitative and qualitative data—data which you can use to improve your business and customers’ experiences. This guide explains how you can transform data into compelling customer stories.

Discover the Secrets to Customer Journey Mastery with TheyDo

Why you need this eBook

What you'll get