Finding innovative solutions to business opportunities is the focus of the solution discovery stage of the Triple Diamond workflow. In this guide, we’ll give a detailed example of how to put TheyDo to work.
Need a quick refresher on the Journey Management workflow? We cover the entire workflow here.
We’ll cover how TheyDo helps to:
- Double check if the opportunity is right
- Capture solution ideas for opportunities
- Define properties like owner and type
- Track validation & experiments
- Present final solutions to build teams
CX lead Kaspar Kazil goes into how to score opportunities for CX improvement and the importance of scoring them properly.
⬦⬥⬦ Solution discovery with TheyDo
Create and validate new ideas, bring in the backlog, and find the right solutions.
You are now in the second phase of the Triple Diamond. Time to start capturing all those new ideas and link them to the Opportunity.
1. Check the ‘owner’ of the Opportunity
Every opportunity is not only linked to one or more journey steps – we introduce a set of properties so you can filter and sort all opportunities in the repository. But the most important of them all is the owner. The owner will get notified of all changes made (like a solution being added to the opportunity).
- For every opportunity you are working on, open the canvas, select owner, and hit save.
- All updates on an opportunity will be routed to the owner to keep track of everything that is going on.
Pro tip: if you are working on multiple opportunities at the same time it can be helpful to add them to a (temporary) group. The group acts as a filter in the repository.
2. With your team(s) capture all solution ideas you want to keep
This is not necessarily something you do in TheyDo. Whiteboards, Figma, or good ol’ pen and paper drawings are great tools to get the creative juices flowing. Only the final versions of concept design are captured in TheyDo, when you are sure these are candidates for further development. You want to be tracking every idea until it’s shipped and the solution is used by your customers.
- For every idea that is good enough to explore, create a Solution in TheyDo. You can add them in different places, but since we’re doing the Triple Diamond, let’s add them on the Opportunity modal.
- Add solutions to the Opportunity → On the canvas of an opportunity, scroll to the Solutions sections and hit the + New button.
- For every idea, create a new solution that addresses the opportunity.
Question: did you try to scan the roadmaps and backlogs of your product, marketing and sales teams? Chances are there are some great ideas related to the opportunity in the works already.
3. Set owner and type
It is important to know that Journey Management looks at the entire business as a place for innovation. While solutions are in many cases digital solutions, like product features, there are also marketing, content and process solutions that you can add to address opportunities. Journey Management is making sure you can work as one, delivering a great customer experience.
- For every Solution you create, add an owner who gets notified of all changes.
- As you see in the image below, the Solution is automatically linked to the Opportunity.
- Use Type and Status to make sure the Solution has a few properties you can later use to filter and find related solutions in the repository or across journeys.
4. Track validation and experiments
- TheyDo offers a Desirability, Feasibility and Viability (DFV) rating for every solution.
- Especialy in the problem discovery stage, when validating solutions this quick scoring helps to prioritize. Use the 5-point scale for every value to rate your solutions.
- On the Solution canvas right sidebar, click on Add rating to start adding one, or all of the values.
- Save the solution when you are done
- Teams do this in a variety of ways, but most importantly involve the customer. Especially when validating early prototypes, keeping a simple scoring helps to stay organized.
- When viewed in the Opportunity modal, solutions are sorted based on this ranking from high to low.
You can repeat this process until you feel the final solutions are ready to go. You’ll notice that this is often an iterative process. Especially when there are multiple opportunities and solutions in the mix, it’s normal for this to take some time.
When your list of solutions is complete, the final stage of the Triple Diamond process can start – designing, building, and ultimately shipping the solution to the customer.
In reality, this means you need to talk to UX, Product and marketing to start working together. In the best case you are already collaborating with them, but if you didn’t – now is the time to bring them together. In TheyDo, we cover this workflow in the Solution Development tracking.
Click here to go to the third stage of the the journey management workflow.