One of the powerful features in TheyDo is Opportunities.

With Opportunity, you are revealing an area in the Customer Journey where improvements can be made by grouping Steps together. They allow you to combine insights from different Steps and capture the essence of an Opportunity in one go.

Opportunities help you 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. Opportunities hold the key to innovation and show everyone what matters most in a particular Customer Journey.

An Opportunity is created using the following elements:

  1. Name - an easy to remember title for the Opportunity.

  2. Description - A short description of what the Opportunity is about.

  3. Journey - Connect all the steps from a single journey or multiple journeys that give context to the Opportunity.

  4. Solutions - A list of all the solutions (validated or not) that might help improve the Customer Journey based upon this Opportunity.

  5. Owner - who in your organisation is responsible for acting on this Opportunity?

  6. Status - Is this Opportunity 'open' or 'solved'?

  7. Section - Displays the section(s) this Opportunity is organised in.

Once an Opportunity is marked as solved, you will see it under the 'solved' category in the sidebar. You can hide solved Opportunities when viewing your journey to keep your team focussed on the Opportunities that are still there.

There are 2 ways how to create an opportunity:

  • Inside a journey

  • From the opportunity overview

Method 1: creating an opportunity inside a journey

Here's a short video how to create an opportunity using the circular editor.

In the Opportunity Sidebar (the lightning icon) you will be able to create and manage Opportunities.

  1. Create a new Opportunity and give it a name

  2. Add a description (tip: use the "How might we" method).

  3. Give context to the Opportunity by selecting one or more steps from the journey on the right.

  4. If you already have ideas or experiments that you have in mind to 'solve' the Opportunity, you can add them in the Solutions tab.

  5. Click on the close button and your Opportunity is saved.

Removing journey steps?

There are 2 ways to manage the Journey Steps that are connected to the Opportunity:

From the journey sidebar:

  1. Select the Opportunity (and make sure you are in Edit mode)

  2. Click on the steps on the journey to deselect them, or:

  3. using the Sidebar cards click the 'Unlink' icon to deselect the steps

From the Opportunity window:

  1. Click 'Unlink' icon on each step you like to deselect or:

  2. 'Unlink' and entire journey including all steps

PS: Once an Opportunity is marked as solved, you will see it under the 'solved' category in the sidebar. You can hide solved Opportunities when viewing your journey to keep your team focussed on the Opportunities that are still there.

Method 2: creating an opportunity first, connect it later

In the main Opportunities section in TheyDo, you can create a new Opportunity.

  1. Create a new Opportunity and give it a name

  2. Add a description (tip: use the "How might we" method).

  3. Give context to the Opportunity by Connecting it to one or more journeys

  4. If you already have ideas or experiments that you have in mind to 'solve' the Opportunity, you can add them in the Solutions tab.

  5. You can Save the Opportunity and it is created

Now comes the 'later part':

  1. You can now enter each of the Journeys that this Opportunity is connected to, in order to select the steps that give context for this Opportunity.

  2. Click 'View in Journey' to enter a journey and continue from step 3 in Method 1

Are you following our 6-step guide to set up TheyDo for success?

Journey Excellence

You are now at step 5, so continue with step 6. If not, start reading here.

Gain deep customer insight
1. Create Personas for each customer type

2. Map your first few Journeys in TheyDo


Standardise a Journey Framework

3. Start building the Journey Framework

4. Organise your Journeys from step 2 into the big picture


Standardise a Journey Framework

5. Capture Opportunities across journeys

6. Track improvement from idea to solution

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