The third diamond is about shipping the solution to the customer. In reality there many new features, process improvements and new concepts being developed at the same time across the company. In this guide, we’ll give a detailed example of how to put TheyDo to work to keep everyone aligned.
We’ll cover how TheyDo helps to:
- Integrate product management tools
- Create epics or stories
- Link existing epics or stories to journeys
- Stay aligned
- Bring the customer outcome back to the journey
- Define a new way of working
Need a quick refresher on the journey management workflow? We cover the entire workflow here.
⬦⬦⬥ Solution development with TheyDo
Design, Build and ship – TheyDo tracks every project back to the journey.
Depending on the size of an idea and the delivery process your organization has in place, the tracking becomes key to deliver a consistent customer experience. Tracking can be a tedious process around meetings, checking different systems and management tools to stay in the know.
TheyDo solves this by linking the design and development efforts back to the solution, to the opportunity and the journeys they impact. For service designers or CX managers, having overview in one place allows the entire organizaiton to get aligned, and maintain alignment for to come.
But first things first.
1. Integrate your Product management tools
To keep your problem discovery, solution discovery and delivery work in sync – TheyDo brings all teams together in the journey. Using the deep integrations with Jira or DevOps you never have to switch between tabs, or worse: chase your product managers with updates all the time.
- Learn more on integrating Jira or DevOps here.
- Once setup, you can either create new Epics or Stories on the backlog or link existing items to the solutions in TheyDo
- In this guide we’ll use Jira to explain how it works
2. Creating new Epics or stories
Every solution idea that made past customer validation is a good candidate for further development. Where designs live in Figma or Sketch, in Agile organizations the PI event, or QBR determines what gets funded and what gets build.
Let’s get on the agenda.
- For every solution in TheyDo, that you discovered for the Opportunities in the problem discovery stage we’re going to create an Epic
- Open the solution canvas and click link to Jira
- A modal opens with the Push as new tab selected
- Select Jira project – make sure you end up on the right backlog
- Push as – you can decide what you are creating. In this case we choose Epic
- 2-way sync – if you have this setting enabled, TheyDo and Jira sync name, description and status when linked.
3. Linking existing Epics or stories
In great product teams, collaboration is already underway and while validation and experimentation are done the product managers already make the right Epics and Stories for the coming cycles.
In that case let’s link an existing Epic:
- In the modal, go to the Link to existing tab
- Find the right Jira project
- Select the Epic or story that you want to link
- If 2-way sync is enabled: Choose if you want Jira or TheyDo to be the lead source for the content when linked
- Click Link
- Save your Solution
And voila! From now on things are synced. You can repeat this for all solutions that are going to get developed.
By the way, in the Solution Repository it’s pretty easy to see what is currently being developed. Once integrated, your product management tool will be visible for all linked solutions.
4. Stay in sync during development
From now on, you and your team can stay in sync across all different solution development efforts and track progress right back in TheyDo. No more back and forth, guessing or miscommunication around a launch.
Not only will your product team be happy to build things that are going to improve the customer experience, they too can now see exactly where their work is going to have an impact.
5. Bring the customer outcome back to the journey
Ultimately, when things go live you want to know how the customer experience is impacted. Solution owners in TheyDo get notified about the status. Opportunity owners see the status change and know what journeys to check.
Pssst: Measuring transactional data (i.e. Google Analytics or SalesForce) and relational data (i.e. Qualtrics or Medallia), happens in the dasboards, but soon we’ll bring that data live into TheyDo.
So what’s next?
Once everything gets going, the corporate learning starts growing and the source of truth for CX gets bigger and bigger. Tying the entire triple diamond together using TheyDo, you can start answering more interesting questions:
- What are the solutions currently in progress in a stage of the lifecycle? → seeing everything in context makes it easy to work as one
- Who’s working on what opportunities? → often people don’t know this beyond their own team
- What didn’t work before? → having context and also track what was invalidated creates a tremendous shared brain
- And last but not least: are we even considering building the right things for the right reasons? Having a single source of truth that covers the customer experience, not just the product or marketing channels, allows the entire organization to have a single place to align against.