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What is a TheyDo journey?
A journey is a series of steps, designed from your customer’s perspective, that gives context to qualitative and quantitative data. It tells you what is going on in the customer experience, linked to business performance. Think of a journey like a journey map that has powerful capabilities like:
Contextualizing any business KPI
Uncovering Opportunities from insights
Acting as a building block to form higher-level journeys
More on 'What's a journey?' here
How a journey works
In essense journey consists of 2 dimensions.
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Horizontal axis: customer timeline
Steps: Individual actions revealing what a customer sees, does, thinks and feels.
Phases: Groups of steps forming a cohesive phase in the journey
Vertical axis: business context
Lanes: Rows mapping data from building blocks to the relevant steps (each building block or data type gets its own lane).
Lanes are like rows of data, but because each holds building blocks of data that can be linked to other journeys, this creates a 3rd dimension to your journey.
How TheyDo journeys work
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The 3rd dimension: connecting journeys together.
What makes TheyDo journeys powerful, are the way you can connect journeys. We do this through the idea of building blocks.
For example, a single insight can be relevant in many journeys. Or a solution can impact different journeys at the same time.
This grid-like system enables you to
Manage a consistent library of insights across journeys.
Skip the grunt work of mapping out business data to customer needs again and again.
Create a full context for your entire organization on how to organize around the customer journey.