Building your first Journey

Building your first Journey

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

This guide is aimed at helping you create a first Journey. It aims to get you up to speed on the most important features, by guiding you through 4 key steps:

Step 1: Create an outline first journey

First have a look at our demo journey as an example. Then create your first journey by following these steps:

  1. Pick TheyDo’s basic customer journey template to start out with – or your organization’s journey template if there is one.
  2. Create an outline for your Journey by creating several journey steps.
  3. Add an Insight lane to start adding Insights. To start off, add a few pains at steps where you know customers might be experiencing some problems. After doing that, add a few gains (things that customers like) and needs (the underlying needs for people at each step). You can even add separate lanes for each of these categories, to keep a bit more overview.

Step 2: Identify an opportunity for improvement

  1. Have a look at the pain points you just created. What would be 2 or 3 Opportunities for improvement? To add these, add an Opportunity to a journey step.
  2. Add a title and description to your Opportunities. Make sure to add a rating to it.
  3. Now, go to the opportunity overview. You should see your opportunity there, amongst all other opportunities that have been captured by others in your organization.
  4. Now select the matrix view. If you have added a rating to your opportunities, you should see them show up here. Try playing around with your opportunity by changing the score, and see how this impacts their position on the matrix. You can use this overview to prioritize opportunities and pick the most impactful ones.

Step 3: Capture a solution

  1. In the journey you just created, use the solution lane to come up with a solution to the opportunity you just described.
  2. Make sure to add a title, description, and preliminary rating of the impact of your solution. Also be sure to categorize it using the status, group and type fields.
  3. Open the opportunity the solution relates to, and make sure to add the solution to this opportunity. This helps others to find your solution when they look for ideas to solve the opportunity you created.
  4. Now, go to the solution overview. You should be able to see your solution there, amongst all other solutions that have been defined by others in your organization. Notice that there are many options to filter solutions based on how they are categorized. Try it out; use a few filters to filter out opportunities for a specific journey, group, or status.

Step 4 (Extra): Add your journey to your journey framework

If your organization has created a journey framework, you can add your journey to it. Then proceed to add your journey to the framework:

  1. Look for the journey board and stage that your journey fits with.
  2. Add your journey to the stage(s) where it fits.

Continue exploring

Learn how to scale up Journey Management across the organization.

Learn how to work with multiple Journey scenarios or alternative paths in TheyDo.

Get a personal demo or try for free