Creating and managing Journey Templates

Next to the standard Journey Templates that come pre-loaded with TheyDo, you can also create your own. This guide explains how to do just that.

Note that creating and managing templates can only be done by Admins. Contributors can only use the templates.

In this article we cover:

• Creating a new template
• Editing an existing template
• Managing templates
• Hiding the default templates

TheyDo’s CX lead Kaspar Kazil takes you through the most used templates: Basic Customer Journey, Service Blueprint, and many more.

Creating a new template

You can create a template straight from a journey. TheyDo templates only save the outline of the journey (phases and lanes) but not the content.

1. Create a new journey
2. Name it how you would like to name your template
3. Define the phases of the template
4. Adding the lanes
   In the journey editor, you can add the different lanes you want to include in the template.

• Lane type
  For each lane, choose the *lane type* and *rename the lane* to something you wish to include. Example: Use the Solutions lane to show the marketing content in a journey. Rename it to ‘Marketing content’ so your teams using the template know that this lane is used to add all the different content solutions. More on lane types here.
• Add descriptions
  You can customize the descriptions for every lane to give your teams instructions on how to use them. Hover over the ‘?’ icon to view your description.
• Lock lanes
  If you want, you can also Lock lanes so non-Admins cannot remove the lane or change the title or description when using the template.

5. Save the template
When you are ready, click the ••• menu on the top-right and click ‘Save as Template’.

Add a name, description and image to save your template.

Note that because you create Templates from a journey, the journey you use to create a template can be removed after your template is saved.

“Walk us through how we can effectively create these journeys and the fact you’ve helped solve this problem by creating a tool that brings everyone together to understand the overarching journey and all the journeys within a customer’s experience.”

“Talking about the roles we have, when you are a product manager you have alot of stakeholders to manage and deadlines to meet, but the user experience designers want to endlessly figure what the customer needs next and make sure the products they design are meeting those needs. So there are a lot of different perspectives, so mapping out the journey is a common practice and it’s done in many different ways, but mapping isn’t then endgame.”

Editing an existing template

To edit an existing template, do the following:

1. Open the original journey you used to create your template. If that isn’t available, create a new journey from the template you want to edit.
2. Edit the lanes and phases as you want (using the steps mentioned above).
3. When you are ready, click the ••• menu on the top-right and click ‘Save as Template’.
4. Go to settings – journey templates, and copy the description and picture from your old template to your new one.
5. Remove the old template.

Managing templates

You can easily change the name, image and description of any template. Do this by going to Settings > Journey Templates where you will find a list of all your organization’s templates. Here, you can also change the order in which the templates appear in the ‘New Journey’ flow and customize it.

Hiding the default templates

You can hide the TheyDo templates from your workspace when you only want your own custom templates to be available. You can do this by going to Settings > Journey Templates and toggle off the ‘default templates’ at the bottom of your template list.