How do you work with all your journeys into a system? Into an overview that is easy to understand, simple to use and gives you the flexibility to create a framework that works for your company?

In this article you will learn how boards help to:

  1. Manage flexible hierarchies

  2. Show the same Journey in different contexts

  3. Visualise the different types of journeys

  4. See who's working on what with 'owners'

  5. Filter and sort journeys

  6. Show quick opportunities in the list view

  7. Give templates for fast organisation

The power of boards lies in its simplicity which allows you to unlock advanced Journey Management skills.

TheyDo is designed for ease of use. This means that flexibility was key when we were looking at the different needs different teams have. You have. We found 4 jobs Boards needed to do to organise journeys:

1. Manage flexible hierarchies

​A board is a collection of journeys, organised in columns and rows. You can create unlimited boards and stages. Basically drag&drop everything around gives you extreme flexibility and a meaningful overview.

2. Show the same Journey in different contexts

This is the real innovation: journeys exist once but can be added to multiple boards. This way you can create different views of the entire customer experience. An example: the 'Onboarding' Journey might appear in the 'Lifecycle' board, while also showing up in a 'Future Experience' board.

3. Visualise the different types of journeys

With boards, we introduced 3 different journey types (you can also filter on), to quickly define what's what:

  • Current - How a journey currently flows

  • Future - The ideal customer journey we aim to create

  • Research - Use this tag when you capture raw data in a journey

4. See who's working on what: owners

With a shift in organisations from Agile teams to Journey teams the role of "Journey Owner" emerged. In TheyDo every journey gets to have an owner. In every board, you will see who is responsible for what journey in your company.

5. Filter and sort journeys

Viewing all journeys in Cards or lists. Depending on the quick overview you can see all your unique journeys in your workspace in one go. Drag & Drop journeys in the overview lets you quickly organise them.

You can quickly filter journeys using a combination of:

  • Persona (who are the actors in your journey)

  • Type (is it a current, research or future journey)

  • Owner (who is responsible for the journey in your organisation)

6. Show quick opportunities in the list view

The list view is especially handy when looking at the different opportunities in every journey. Quickly show the opportunities and the number of validated solutions associated with them, in the journey list view. Toggle with the Opportunity icon.

7. Give Templates for fast organisation

Last but not least, we're adding a Board templates so you can use to organise journeys into stages. Today, we start with 3 basic templates to get you going:

Lifecycle

Use this template to dissect your customer experience into smaller journeys and organise them in these stages.

  1. Awareness → Add journeys that are marketing/sales related

  2. Consideration → Add journeys that customers

  3. Purchase → Add Journeys that capture the purchase moment (or signup) step-by-step

  4. Use → Add all the micro journeys. Often there are many different small use cases how people use your product or service.

  5. Upsell → Add journeys that show the happy ending, where usage expands

  6. Loyalty → Not only loyalty journeys go here, but also the journey of renewing.

Product

Your typical Saas framework.

  1. Signup → Add journeys that are marketing/sales related

  2. Onboard → Add the different onboarding journeys here

  3. Use → Journeys where the value gets unlocked and habits get formed

  4. Grow → The retention journeys go here

  5. Invite Friends → Or colleagues..

  6. Renew → Where

Timeline

This is a new take on the classic purchase journey: the timeline.

  1. Passive looking – Marketing journeys go here (creating first thoughts)

  2. Active looking – Journeys of comparing, seeing possibilities

  3. Deciding – Journeys around the moment of truth and making trade-offs

  4. Buying → Onboarding – first use, meeting expectations and getting value journeys

  5. Ongoing Use → Habit-forming journeys go here

  6. Looking back – Sharing or renewing journeys go here

More info on how to think of the progress of making progress? Check our Co-Founder Jochem explaining the arrow of time in journeys:

https://www.theydo.io/course/customer-insight-accelerator/rethinking-the-process-of-making-progress-journeys/

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