The Journey Management Playbook

Learn how to move beyond mapping and make journey management drive real business impact.

In this practical video series in collaboration with Service Design Show, Marc Fonteijn and TheyDo’s Journey Management Coach, Tingting Lin, share proven methods and frameworks that help CX and service design teams connect journeys, data, and strategy.

Each episode builds on the last — taking you step by step from understanding customer challenges to prioritizing opportunities, implementing solutions, and scaling collaboration across your organization.

By following along, you’ll learn how to:

• Define and align on the business challenge that matters most.

• Use data and AI to generate and validate insights.

• Structure and simplify journeys for clarity and action.

• Turn insights into prioritized opportunities and solutions.

• Embed journey management into daily workflows to keep teams aligned and focused.

Why watch:
If you’ve ever felt like journey management stops at mapping, this series shows what comes next — a complete system for translating understanding into measurable business outcomes.

Complete the form to unlock all current and future episodes.

Featured episodes include:

• Defining the business challenge — Learn to frame problems that drive real business outcomes.

• Grounding your journeys in evidence — Replace assumptions with insights built on data.

• From data to structure — See how AI can accelerate and simplify your sensemaking process.

• Validating your journeys for action — Build confidence that your insights will lead to impact.

• Structuring journeys for clarity — Simplify lanes, phases, and steps to focus on what matters.

• Turning insights into action — Use opportunities and solutions to connect CX with ROI.

• Embedding journey management into operations — Integrate with how your organization works to make impact sustainable.