Getting started with Journey management can be tricky at first. In this article, we will show you how to set up an optimal Workspace where smaller journeys add up to a bigger picture.

The best customer experience overview is set up by organising your journeys into a hierarchy, a framework of journeys. Think about it: when you take an Uber, your whole trip can be seen as a journey, but it's not the total customer experience. It's all the journeys and other interactions with Uber (maybe you order food as well?) that add up to a complete customer experience.

1. Create your journey framework outline

  1. In TheyDo, go to Journeys (the second icon in the purple toolbar, under the persona

  2. Click on + Add Board

  3. From the template dropdown, select a Template, or make your own.

  4. In this example we pick Lifecycle

  5. Add a title like 'Customer Lifecycle' and click Continue

Tip: If you want to learn how to set up a different framework, check out this article.

2. Make the Stages yours

Now you have created your first hierarchy, using Boards, you can make the stages yours.

If you use different terms for the stages in the lifecycle, then:

  • Click on the ••• icon and select Rename to change a Stage's title.

  • Drag & Drop stages from left to right, to reorder them.

If your Customer Experience is spanning from Awareness all the way to Loyalty, here's what goes into the 6 smaller 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 of 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.

You can change this anytime, so when you are ready - you can start adding your journeys.


3. Add your journeys, one by one

The next step is to organise the existing journeys you have, or start mapping your first journey. This is where the fun starts. Below we have written a quick guide for both scenarios:

  1. Organise existing journeys in TheyDo

  2. Start from scratch (or with your PDF / Whiteboard journey)


Organise existing journeys in TheyDo

If you already have made a few smaller journeys and you want to organise them into a hierarchy.

  1. In your board, in any stage click on Add journey

  2. Select your Journey from the dropdown list (or search for it)
    Did you know you can use journeys on multiple boards at once? Try it out!

  3. Magic: your journey is now added and the Happiness Arc is generated.

Start from scratch

If you have no journey material yet, or you have a PDF file or something post-it like on a (digital) whiteboard - you can start turning that flat journey into a living document.

  1. On top of your board, click New journey

  2. Give your journey a name and define the phases of the journy

  3. You are entering a blank journey to start mapping

  4. See a step-by-step guide including a video here:
    Create a journey from scratch →

  5. When you are done, hit the back button in the topleft corner

  6. On your board, you can now Add journey to the stage it fits

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

Journey Excellence

You are now at step 4, so continue with step 5. 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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