New features to standardize Journey Management
Cut down the time it takes to standardize the way you manage journeys and collaborate with others.
How do you make sure that your Journey Management workspace stays well-categorized, governed, and properly prioritized? Per your requests, we’ve doubled down on standardization and taxonomy features to further simplify Journey Management in your organization. We’ve updated three core features that drastically improve setting up a shared taxonomy and better standardize the way you walk and talk across journeys:
- Customer journey templates: never start from scratch again
- Custom Type and Tag Management: name, find, and filter
- Framework and board insights: track progress through empathy
1. Customer Journey Templates: never start from scratch again
We have updated the repository of best practice journeys, just one click away. Journey templates in TheyDo all have a fully populated sample. By picking a template, you get access to the basic structure and make it your own.
Use a best practice template, make edits to rename lanes to your own terminology and hit the ••• menu in the top right to save a custom version of the template. Never again will (newly invited) users drown in an unpopulated journey of endless possibilities and have to start from scratch. Use these best practice journey templates as your base. Have a look at the populated examples:
- Basic Customer Journey
- Job To Be Done Timeline
- Service Blueprint
- Story Map
- Customer Lifecycle
- Marketing Funnel B2C
- Marketing Funnel B2B
If you want to learn how to use templates, check out this step-by-step guide.
2. Custom types and tag management: name, filter, and find
Thanks to custom types and tags, you can now quickly name/group, filter and find the right amount of customer context. An example of this would be to identify journeys part of the Digital experience, with a B2C focus ran by the Product Team that affects 2 personas. That’s the power of tagging.
In order to ensure that the names that you give to the tags actually get adopted and standardized, you have to allow the existing taxonomy to take its rightful place, while also expanding the shared language with new tags. In other words, avoid pushing users to adopt an entirely new taxonomy and a new way of working in the process.
Using a logical build-up, wherein personas go through several journeys per phase collected on a board and viewed across the lifecycle framework, helps to let everyone look at the same source of truth. Instead of having a bunch of unorganized journeys to scroll through, you can easily filter journeys, personas, markets, using the types and tags that you and your colleagues agreed upon. This will ensure that everyone benefits from speaking the same language, including your customer.
Dive deeper into the way you organize your workspace by reading our step-by-step guide on Custom types and tag management
3. Framework and board insights: track progress through experience
Having a shared journey framework only makes sense if you also have a filing cabinet in which to put all of the different types and tags. As your joureny framework is a collection of chapters in the customer experience (or in turn: a collection of journeys) that it is far more flexible than an ordinary filing cabinet, allowing you to analyse journeys across the entire CX.
The thing that makes the framework and board views so powerful, is that it pulls the experience from individual journeys and aggregates it into an empathy graph. This graph can then be viewed per journey lane (on a board/framework level) and you can filter out journeys and/or persona content to make informed decisions faster.
To let the aggregate empathy graph speak a bit more to your imagination – it’s like the IMDB rating that you check before deciding to watch a movie. At the same time, it’s the zoom effect that you miss if you walk down the aisle of a library; you only see one category in one language, ordered alphabetically by author or title. The graphs in TheyDo let you to compare different aisles (journeys) by author (persona) and cross-reference them by fiction/non-fiction (current/future/research state).
This zoom effect is where you get the best insights. Not only does the framework show you where something is (overview), it also helps you to identify blindspots. For instance, discover which journey is ‘underpopulated’ with insights and needs more research before you make a strategic move. It also simply prevents double work because you know who’s working on what.
In short: framework and board insights help you to:
- Create overview: Get a birds-eye overview of all your journey boards, listing the journeys, opportunities, and solutions within them.
- Compare: Use tags to group journeys in a lane on a board and instantly spot the biggest differences in customer experience.
- Filter: focus on the combination of journeys, persona experience, business domain that is relevant to you – while other teams focus on theirs.
- Identify blind spots: Strategically pick your next area to research, instead of relying on gut feeling.
- Promote collaboration and prevent double work: Have a solid structure in which to keep track of all your journeys. Boards and stages help you to place journeys at the right moment in the lifecycle, while board lanes help you keep track of different journey variations. This helps your teams to connect all their journeys in the right place, which prevents double work and promotes collaboration.
New and updated guides
The guide section is one of the most visited parts of our website. You will find the best practices, how-to-X articles and materials to start journey management. It’s also our ongoing search for best practices to standardize journey management.
Here’s what’s new and updated:
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