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TheyDo named a Leader in The Forrester Wave™

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[Live] Product - 10 Sep 2025

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Journey Management ROI report 

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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

Building your first Journey

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

Tips for powerful journey maps

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

The basic customer journey template explained

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

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

Best practices

best practices

Build a journey with AI

Merge and Split Insights with Journey AI

File formats for Journey AI

Speaker Detection and PII Protection in Interview Processing

Get a head start with AI

The insights card

How to create insights

How to import insights from CSVs

Insight Mining

Insight Mining Automations

Insight Scoring System

Insight Mining Review

Insights

How to manage personas

Personas

How to create an opportunity

The opportunity card

Opportunities

What is a solution?

The solution card

How to create solutions

What is a metric?

How to add metrics

Metrics

Experience graphs

Custom views

Zoom controls and full screen mode

Impact Scores in Experience Graphs

Journey Summarization with AI

Journeys

Build a journey

Using templates to standardize

Types of templates

Templates

How to create and manage tags

Use statuses to track progress

Taxonomy

Intro to journey frameworks

Journey framework zoom levels

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

Bring in your team and stakeholders

Use your journey management workflow

Available integrations and embeds

Azure DevOps integration

Jira integration

Qualtrics integration

Setup Qualtrics workflows for AI mining

BigQuery integration

Snowflake integration

Databricks integration

Medallia Integration 

How to use embeds

Library Export

Data and integrations

Ask TheyDo opens up living customer journeys to the rest of the organization.

It allows anyone to ask questions in plain language and understand what is happening across the customer journey, why it matters, and where to improve next.

Ask TheyDo is built on the journey intelligence already inside TheyDo and makes that intelligence easier to explore, understand, and use.

What is Ask TheyDo?


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

Your workspace

Managing users

Managing Users

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

Duplicating workspaces

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

Roles and Permissions

Roles and Permissions v2

Learn how to set up custom roles and permissions here.

Managing Roles and Permissions

Managing Organization Roles

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?

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?

Why Journey Management