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:
Manage flexible hierarchies
Show the same Journey in different contexts
Visualise the different types of journeys
See who's working on what with 'owners'
Filter and sort journeys
Show quick opportunities in the list view
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:
Use this template to dissect your customer experience into smaller journeys and organise them in these stages.
Awareness → Add journeys that are marketing/sales related
Consideration → Add journeys that customers
Purchase → Add Journeys that capture the purchase moment (or signup) step-by-step
Use → Add all the micro journeys. Often there are many different small use cases how people use your product or service.
Upsell → Add journeys that show the happy ending, where usage expands
Loyalty → Not only loyalty journeys go here, but also the journey of renewing.
Your typical Saas framework.
Signup → Add journeys that are marketing/sales related
Onboard → Add the different onboarding journeys here
Use → Journeys where the value gets unlocked and habits get formed
Grow → The retention journeys go here
Invite Friends → Or colleagues..
Renew → Where
This is a new take on the classic purchase journey: the timeline.
Passive looking – Marketing journeys go here (creating first thoughts)
Active looking – Journeys of comparing, seeing possibilities
Deciding – Journeys around the moment of truth and making trade-offs
Buying → Onboarding – first use, meeting expectations and getting value journeys
Ongoing Use → Habit-forming journeys go here
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: