One of the powerful features in TheyDo is the Problem Area.

With Problem Areas you are revealing a problem (or an opportunity) in the customer journey by grouping steps together. They simply allow you to combine insights from different steps and capture the essence of a problem in one go.

Problem Areas help you to show bigger themes across the journey, that your team might want to act on. You can see them as a layer on top of your journey.

Problem Areas hold the key to innovation and show everyone what matters most, in a particular Customer Journey.

A problem area has 4 elements:

  1. The Name
    an easy to remember title for the Problem Area
  2. A description
    a short description of what the Problem Area is about
  3. The steps tab
    Connect all the steps that are part of the Problem Area to help your team to focus on what matters
  4. The solutions tab
    A list of all the solutions (validated or not) that might solve this problem area

Create a new Problem Area

To create a new Problem Area:

  1. Open a Customer Journey where the Problem Area exists
  2. Use the Lightning icon in the left toolbar to open the Problem Area menu
  3. Click on 'Add Problem Area'
  4. Give your Problem Area a Name and a Description
  5. Add Steps to your Problem Area by clicking on them to Add, clicking again to remove
  6. Once you have collected all the steps, Save the problem area.

Editing a Problem Area

To edit a Problem Area:

  1. In a journey, use the Lightning icon in the left toolbar to open the Problem Area menu
  2. Select the Problem Area you want to edit by clicking on it
  3. Click on Edit in the sidebar, or use the Edit toggle in the topright menu to activate the edit mode.
  4. You can now Add or remove steps (see step 5 above)
  5. Add or Remove solutions
  6. Once you are done, click Save.

Adding Solutions to a Problem Area

To add solutions to a Problem Area:

  1. In a journey, use the Lightning icon in the left toolbar to open the Problem Area menu
  2. Select the Problem Area you want to edit by clicking on it
  3. Click on Edit in the sidebar, or use the Edit toggle in the topright menu to activate the edit mode.
  4. Click on the Solutions tab
  5. You can now Add or Remove Solutions to the Problem Area
  6. Once you are done, click Save.

Marking a Problem Area as Solved

To mark a Problem Area as Solved:

  1. In a journey, use the Lightning icon in the left toolbar to open the Problem Area menu
  2. Select the Problem Area you want to edit by clicking on it
  3. Click on Edit in the sidebar, or use the Edit toggle in the topright menu to activate the edit mode.
  4. Click the checkbox Mark As Solved
  5. Click Save.

Once a Problem Area is marked as solved, you will see it under the 'solved' category in the sidebar. You can hide solved problem Areas when viewing your journey to keep your team focussed on the Problems that are there.

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