This guide is aimed at helping you take your first steps as a TheyDo contributor. It aims to get you up to speed on the most important features, by guiding you through 4 key steps:
- Key Journey Management Fundamentals
- Step 1: Create a first journey
- Step 2: Identify an opportunity for improvement
- Step 3: Capture a solution
- Step 4 (Extra): Add your journey to your journey framework
Key Journey Management Fundamentals
Before getting started, it helps to understand the two core concepts that TheyDo is built around: The Journey Management Workflow, and TheyDo Hierarchy.
Journey Management Workflow
TheyDo has been built around the Journey Management Workflow. This workflow starts with customer research (problem discovery), and ends all the way with the development of new products and services. Feel free to have a look at our intro to the Journey Management Workflow to learn more. What’s important for now, is realizing that TheyDo does more than just map journeys; it can help you to streamline your full innovation process from start to finish.
TheyDo also helps you to link up and keep overview of all the journeys, opportunities, and solutions that are created. Sometimes you want a bird’s-eye overview of your full customer experience, other times a detailed view of journey steps, opportunities, or solutions. In both cases, TheyDo has got you covered. Feel free to have a look at our intro to TheyDo hierarchy to learn more. For now, let’s move on with creating your first journey.
Step 1: Create a first journey
- Pick the basic customer journey template to start out with, or your organization’s template if there is one. Then select an example persona.
- Create a journey outline by creating several journey steps. When deciding where to begin and end your journey, try to aim for smaller journeys. TheyDo is built around the idea that you create many smaller (micro) journeys, and link them together later in the journey framework.
- Add insights about the customer experience. Use the persona box to write down how the customer feels at every step, and adjust their mood curve accordingly.
- Extra: use quote lanes to add deeper insights about how customers feel in the different steps. For example, add a lane highlighting needs, gains, or painpoints at every step. Furthermore, adding a visual to every step helps to make your journey come alive. As a pro tip, https://undraw.co/illustrations provides a great, searchable database of license-free visualizations that can be applied to many journey steps.
- Extra: add another persona to your journey and see how you can define different descriptions and mood curves for every step in their journey. Feel free to have a look at the intro to personas to learn more about this.
Step 2: Identify an opportunity for improvement
First take a look at our intro to opportunities guide, then proceed to define an opportunity for yourself:
- In the journey you just created, use the opportunity lane to add an opportunity to a journey step.
- Make sure to add a title, description, and preliminary rating of the impact of your opportunity. Also be sure to categorize it using the status, group and type fields. If you want to do this well, have a look at our 6 tips to improve the way you map opportunities.
- 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. Notice that there are many options to filter opportunities based on how they are categorized. Try it out; use a few filters to filter out opportunities for a specific journey, group, or status.
- 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. For a more detailed explanation of prioritizing opportunities, have a look at our in-depth guide on prioritizing opportunities.
Step 3: Capture a solution
Have a look at our intro to solutions guide, and then proceed to define a solution for yourself:
- In the journey you just created, use the solution lane to come up with a solution to the opportunity you just described.
- 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.
- 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.
- 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. Start by reading our intro to TheyDo hierarchy. Then proceed to add your journey to the framework:
- Look for the journey board and stage that your journey fits with.
- Add your journey to the stage(s) where it fits.
If you have followed the previous steps, you should have a first grasp of the key processes and steps to working with TheyDo. Of course, your journey is only starting there. Per topic there are several guides that can help to deepen your understanding.