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What Are Customer Journeys?

What Are Customer Journeys?

With TheyDo journeys, you can capture customer insights, opportunity areas, solutions, supporting processes, and more. This guide introduces journeys and helps you get started.

Customer journey map

What are customer journeys?

A customer journey map is a visual representation of the steps a customer takes in order to achieve a goal (or customer job). TheyDo helps you map customer insights, opportunity areas, solutions, supporting processes, and more. This helps ensure that every part of your business is aligned around your customer journeys, instead of the other way around.

How journeys help you to manage your CX

TheyDo journeys help you do several things:

  • Create deep insight into your customer experience. Journeys create a visual overview of the steps customers take, and help you to capture rich insight into how they experience those steps.
  • Improve your customer experience. Using TheyDo’s opportunities and solutions, you can quickly capture how your journeys can be improved, and delegate work around this.
  • Align your internal processes and teams. Capture how your teams, processes and systems support your journeys at every step. This helps you to align those processes around the customer experience, instead of the other way around.
  • Standardise your way of working. Create journey templates to make sure everyone in the organization uses the same building blocks for your journeys. This helps create a consistent way of working and reporting when it comes to journeys.

Journeys in the Journey Management Workflow

Journeys are created right at the start of the problem discovery phase, where they are used to structure the insights you uncover through customer research. Journeys stay relevant throughout the innovation process because they are used to map later results like opportunities, solutions, or supporting systems and processes. For more information, have a look at our intro to the journey management workflow.

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