Do you ever wonder about the "so what?" of your journey maps...

To this day, we often see that journey mapping is treated as a "documentation" exercise.

Basically, as a way to visualize our customers' experiences. And while having that visual overview is useful, it's just the beginning.

As you probably know, the real challenge is turning that understanding into action that actually impacts your customers (and your business). Not a small challenge by any means.

That's why this episode of The Journey Management Playbook is fully dedicated to it.

We're already into episode six of the series, and if you haven't seen the previous ones, you can find the full playlist on this page.

So far, we've gone from defining a business challenge to using AI to generate and enrich insights. We’ve covered how to structure and simplify your journey to be more action-biased. But all of that work is just a foundation.

The journey map we've created is a reflection of the current state, and the key question still remains: What do we do now?

In this episode, Tingting Lin from TheyDo and Marc Fonteijn from Service Design Show, finally answer that question. They dive into the crucial building blocks of opportunities and solutions, and you’ll see what is key to turning your journey maps from static documents into dynamic drivers of lasting business impact.

They also tackle a few common pitfalls to avoid like:

• Jumping to solutions before defining opportunities.

• Cheating with the opportunity statement.

• The tendency to over-document.

• And turning journey management into a separate workflow.

As you'll hear, this episode is again packed with practical advice to help you move beyond mapping to true journey management in the most effective way.