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Templates overview

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Using templates to standardize

Templates help standardize your team's work by ensuring that everyone begins their journeys with the same basic structure. Using templates helps standardize your team's approach. It improves understanding and collaboration while ensuring that important information is captured.

TheyDo provides default journey templates to start with, and you can also create your own. Creating and managing templates can only be done by Organization admins to ensure that everyone works in the same way. Editors can use the templates once they’ve been created.


Workspace templates

Workspace templates are industry-specific templates with a predefined taxonomy and relevant personas. You’ll be prompted to create a Workspace template when you sign up for TheyDo or create a new Workspace. TheyDo’s workspace templates include: 

  • Banking customer journey template

  • Patient journey mapping template

  • Retail and e-commerce customer journey template

  • Insurance customer journey map template

  • SaaS customer journey template

  • Telecom customer journey template

  • Utilities experience template

  • Student journey mapping template


Journey templates

A Journey template is like the skeleton of a customer journey, with pre-defined lanes and phases. TheyDo’s default Journey templates include: 

  • Customer journey

  • Customer lifecycle

  • Service blueprint

  • Marketing funnel (B2B and B2C)

  • Jobs-to-be-done timeline

  • User story map

  • Roadmap

Create your own Journey Templates
Next to the standard Journey Templates that come preloaded with TheyDo, you can also create your own. To create a template in TheyDo, start by making a new Journey and defining its phases and lanes. In the Journey editor, add different lanes, choose lane types, and customize descriptions for each. You can also lock lanes to prevent non-admins from making changes. Once your journey is set up, click on the ••• menu, select 'Save as Template,' and provide a name, description, and image for your template. Note that the Journey used to create the template can be removed afterward, as TheyDo templates only save the outline, not the content. 

Organization admins can easily change the name, image and description of any template in your Settings, under Journey templates. This is useful in making sure that your team works in the same consistent way. This is also where you’ll find a list of all of your organization’s templates. You can customize the way they appear in your ‘New Journey’ flow. If you only want your own custom templates to be available, you can toggle off the default templates at the bottom of this list. 


Building block templates

Building block templates allow you to follow established templates for filling in different types of building blocks and can be used when creating a new Insight, Opportunity, or Solution. This standardizes documentation to ensure consistent communication across the team so you can get more done, faster. 

When adding an Insight, Opportunity, or Solution to a lane or step, choose the template option at the very top (rather than selecting an existing one or creating something from scratch). You’ll see a popup with all of the different template options for that building block. Select the template you want to create and begin filling out the card. Each template includes a short explanation of the template, offers a structure for a title and description, and provides a real-life example. 

TheyDo comes with the following building blocks templates:

  • Insight templates: Activity; Job to be done; Need; Pain; Gain; Observation; Quote; Trend

  • Opportunity templates: How Might We (HMW); Objective; Key result; SMART goal; Big Hairy Audacious Goal (BHAG)

  • Solution templates: Pricing plan; Product/Service; Experiment; Marketing campaign; Content; Process; Playbook; Epic; User story; Initiative; Feature; Policy 


Journey Board/Framework templates

TheyDo comes with a series of Journey Framework templates to help get you started. Every template contains pre-defined boards and stages that serve as a starting point for creating your own lifecycle. When adding a Journey Framework, or adding a Journey Board to a framework you can choose one of the following templates from the dropdown menu:

  • Customer Lifecycle (Service): contains ‘not a customer’, ‘become a customer’, ‘onboard’, ‘I am a customer’, ‘I renew’, ‘I leave’, ‘I get support’ boards and stages.

  • Customer Lifecycle (Product): contains ‘discover’, ‘try’, ‘use’, ‘maintain’, ‘engage’, ‘support’, and ‘renew/leave’ boards and stages.

  • Customer Lifecycle (Marketing): contains ‘awareness’, ‘consideration’, ‘purchase’, ‘retention’, and ‘loyalty’ boards and stages.

  • Employee Lifecycle: contains ‘recruit’, ‘onboard’, ‘work’, ‘grow’, ‘retain’, and ‘exit’ boards and stages.