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Building blocks are the components that bring your journey to life. We have turned the triple diamond workflow into the essential elements you need to take action on your journeys.
Building blocks allow you to:
Manage a library of insights across journeys
Link solutions from roadmaps to journeys
Connect opportunities between journeys to reveal their impact
Link journeys together to reveal connections
You can add lanes for each of the building blocks on your journey, either creating new building blocks on the journey or linking existing building blocks from your libraries. By adding a building block to a step, TheyDo helps position it in the context of the customer experience.
In simple terms, building blocks connect the innovation process with the customer experience.
When building blocks are linked to multiple journeys, they create connections between journeys at specific positions. For example, an insight (e.g. Pain) can occur in many steps of different journeys. Once a building block is created, it exists once and can be linked to any journey step.
6 types of Building blocks
Each building block comes with its own taxonomy, so you can quickly organize them using properties like groups, types, and status. In journey management, we add building blocks in their own Lanes in the journey.
Metrics
Track the performance of customer journeys using key metrics such as NPS, CSAT, conversion rates, and customer effort scores, helping you to identify trends and areas needing improvement. Metric building blocks can span the entire journey, or measure a specific step.
Personas
Create need-based profiles of your customers, link them to Insights and Journeys, and use them as a filter to segment your data.
Journeys
Journey building blocks enable you to create a framework of nested journeys. A helps to break down complicated customer experiences into manageable journeys.
Insights
Capture and organize qualitative customer knowledge in bite-sized information.
Opportunities
Identify core problem areas in customer journeys and prioritize them using the Opportunity matrix, ensuring a focus on the most impactful opportunities.
Solutions
Generate ideas or concepts to improve customer experiences, or map existing features, content, processes, experiments, and more to your customer journeys.
Relationships
By linking building blocks to the journey, TheyDo creates unique links between the critical steps of the triple diamond workflow. You can also create manual relationships by linking building blocks to each other, and creating nested relationships. These relationships help you understand connections at scale, automatically.
Insight to Opportunity
When an Opportunity is created or revealed in a step in the journey, TheyDo automatically rolls up all Insights from the same step or nested journeys that map onto this step.
Manual: You decide which Insights link to which Opportunity
Default: TheyDo rolls up all Insights from a step to a new Opportunity
Automatic: Use Opportunity reveal to synthesize specific Insights and produce a high-quality Opportunity.
Solutions to Metric
When a Solution goes live and its status changes, TheyDo automatically plots it against the Metrics that are linked to the Journey where this Solution impacts the customer experience. This way, you can instantly see which solutions are moving the needle for your KPIs.
Manual: Not applicable.
Automatic: TheyDo rolls up all Solutions that change status to ‘completed’ against the Metrics, following the journey or journey steps to which they both belong.
Insight to Insight
As you process large amounts of data, you might find hundreds of quotes from customers relating to the same pain or need. TheyDo helps you to build parent-child relationships between Insights, grouping those quotes under one main Insight to keep track of all your valuable customer inputs.
Manual: You can define which insight belongs to which parent
Automatic: When using Journey Mining with AI, TheyDo automatically analyzes and reveals the relationships between Insights for you to accept.
Solution to Opportunity
When following good design practice, Opportunities map onto business goals, and from there, Solution discovery starts. TheyDo helps you to link the right Solutions with the Opportunities they impact. As progress from Solutions rolls up into Opportunities, this is a fast and effective way to keep track of your initiatives.
Manual: You decide which Solution links to which Opportunity
Automatic: Progress tracking
Journey to Journey
By nesting a journey within a parent journey, you create a nested relationship. The power of the nesting is revealed when introducing data rollups through journeys.
Manual: You decide which journey links where.
Automatic: Not applicable