The Journey Management Playbook
Your customer journeys are only as effective as the actions they inspire.
In this video series with the Service Design Show, Marc Fonteijn and TheyDo’s Tingting Lin reveal how top teams turn journey mapping into a repeatable, business-driving practice — connecting insights, data, and strategy to deliver measurable results.
EP01: Defining the business challenge
In this episode, we focus on defining a clear business challenge—the crucial first step in journey management that ensures your CX efforts drive real, measurable outcomes.
EP02: Ground your journeys in evidence, not guesswork
In this episode, we’re focusing on how to combine quantitative metrics and qualitative insights to turn static maps into live journeys—and make smarter decisions with more confidence.
EP03: From data to structure: AI sensemaking for your journeys
In this episode, we focus on moving from raw data to structured journeys by collaborating with AI to build journeys that are grounded in evidence and shaped by your expertise.
EP04: Validating your journeys for action
In Episode 4, we focus on a critical but often overlooked part of the journey-building process: verifying and tagging insights to ensure they drive meaningful action.
EP05: Structuring journeys that drive action
In Episode 5, we explore the power of simplification in journey work, not as a reduction, but as a refinement. It’s about distilling your journey to the essential elements that drive action.