Defining The Business Challenge / Journey Management Playbook / Episode #1

Ever feel like you're pushing a boulder uphill with journey management... Yeah, we've all been there. But guess what? There's a smarter way!

That's why we're launching a brand new deep dive series on the Service Design Show. In this series, we're pulling back the curtain on how you can get tangible business results faster through journey management.

Helping to grow trust with stakeholders, and finally getting the green light to do (more of) the work that truly matters.

For this series, I've brought in Tingting Lin from the TheyDo team. Tingting has pretty much seen it all. The wins, the stumbles, and everything in between. She's guided countless teams and knows precisely what separates the journey management champions from the rest. And over the coming weeks, she's sharing all the secrets with us.

In episode one, we're tackling a step that's often overlooked - a step that can derail your whole project later on. So, if you want to set yourself up for long-term success, this episode shows you the first key step on that journey.

P.S. Got questions? Share them in the comments on YouTube or Spotify and we might just answer yours in a future episode.

[ RESOURCES ]

• LinkedIn - https://www.linkedin.com/in/tingting-lin-8728308/

• Slides - https://go.servicedesignshow.com/journey-management-playbook

• TheyDo - https://www.theydo.com/

[ EPISODE GUIDE ]

00:00 TheyDo Ep 01: Tingting

01:30 Tingting's Background

02:30 Introducing Theydo Platform

04:15 Journey Management Struggles

08:15 Marc's Business Case

09:00 Episode Content Preview

10:00 Defining Effective Challenges

15:30 6-Month Challenge Example

16:30 Challenges vs. Goals

18:30 "Why" Before "How"

20:00 Quarterly Challenge Example

21:00 Marc's Target Example

23:30 Community Experience Challenge

26:30 Debit Card Focus

32:00 Bridging Journey Gaps

35:00 Setting Goals & Targets

36:00 Challenge Impact Analysis

38:15 Journey Achievement Goals

41:00 Reviewing Key Slides

43:00 Defining Good Challenges

45:00 Proving Contribution Value

47:30 Challenge Important Notes

48:30 Episode Content Recap

49:00 Audience Q&A Session

50:00 Next Episode Preview