Service Design Show From Data to Structure: AI Sensemaking For Your Journeys / Journey Management Playbook / Ep. #03
5 snips
May 29, 2025 Tingting Lin, a Principal journey management coach at TheyDo, dives deep into transforming raw data into actionable insights using AI. She shares how to craft structured customer journey maps from qualitative data, emphasizing the importance of collaboration and understanding insights. The conversation explores the critical role of context in data interpretation and the impact of well-structured journeys on decision-making. Lin also highlights strategies for enhancing member retention and addressing user pain points, showcasing AI's potential to accelerate journey management.
AI Snips
Chapters
Transcript
Episode notes
Real Data Drives AI Journey Mapping
- Marc uses a real exit survey dataset with 100+ open text responses to reduce churn in his community.
- Tingting demonstrates how AI can convert these raw qualitative data into an initial journey map automatically.
Verify AI Insights with Experience
- Always verify AI-generated journey insights with your own experience to build confidence.
- Treat AI as a collaborator who needs context, not a sole decision-maker.
Prioritize Pain Points First
- Prioritize AI-generated insights by filtering for pain points to identify urgent issues.
- Focus on key phases or steps in the journey to narrow down where to start your verification.