Service Design Show

From journey mapping to journey management / Jochem van der Veer / Episode #167

Jan 26, 2023

49:38

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Episode guests

Jochem van der Veer

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Podcast summary created with Snipd AI

Quick takeaways

Journey management involves organizing teams and workflows around the customer journey and aligning decision-making with the customer experience, addressing cross-functional alignment and decision-making challenges.

Day Do is an online platform that helps organizations transition from journey mapping to journey management at scale by providing tools and solutions to collaborate and coordinate efforts around customer journeys.

Deep dives

The Importance of Journey Management

Journey management is a management philosophy that puts the customer journey at the center of an organization's operation. It involves organizing teams and workflows around the customer journey and aligning decision-making with the customer experience. Journey management helps address cross-functional alignment and decision-making challenges and creates a framework for improving the customer experience at scale.

Customer Experience Centered

01:39

Is Journey Management a Good Idea?

02:01

Creating a Conversation Piece

02:28

Introduction

5min

What Do You Do?

2min

What's Your First Experience With Service Design?

2min

Service Design and the Services Design Show - Part One

3min

The Journey Management Index

2min

Journey Maps, Journey Management - What's the Difference?

3min

Is Journey Management a Good Idea?

2min

Journey Management

2min

Putting the Customer in the Center

3min

10.

Customer Experience Centered

2min

11.

The Journey Management Index - What's Next?

5min

12.

Getting the Most Out of Journey Maps and Mapping

4min

13.

Service Design Needs to Help Decision Making

2min

14.

Is CX Governance on Your Agenda?

2min

15.

When Would You Dissuade Someone From Stepping In?

3min

16.

The Journey Management Index Is a Good Place to Start

4min

17.

Creating a Conversation Piece

2min

18.

Dado and the Service Design Show - The Journey Management Index

2min

Journey mapping is reaching its limits. Sure, journey maps and mapping work fine at a small project or team level.

But it quickly breaks down when you want to organize around the journey, at a bigger company scale. In order to do this, you need something that goes beyond mapping. But before we dig into what that is, let's look at why journey mapping breaks down:

Everyone has their way of doing it; there is no standard.
It's hard to get an overview across multiple journeys.
Identifying and prioritizing opportunities is a challenge.
Tracking progress and impact isn't part of the process.
Adoption slows down as most tools aren't made for business users.
And many other things...

Now, this might sound strange, but I think these are good challenges to have.

The fact that these challenges are becoming more pressing is a sign. A sign that the demand for a journey-centric way of working is growing inside companies. Something that we've been hoping and advocating for all these years. So what is the next step...

How do you take your journey mapping game to the next level?

Well, that's what Jochem van der Veer and I explore in this week's episode. As you'll hear, Jochem has a unique close-up view of how companies use journeys inside their business.

Want to help your company organize around the journey, beyond a single project or team? This conversation will get you heading in the right direction.

What I found interesting is that we're seeing the contours of a new business approach and philosophy emerging. Makes me excited!

Enjoy the conversation and keep making a positive impact :)

- Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 167
04:45 Who is Jochem
06:00 Lightning round
08:30 Partnership with TheyDo
12:00 What is Journey Management
13:30 Mapping vs. management
17:15 Journey management stack
19:30 What is the problem
21:00 Product or service-centric
26:15 Maturity levels
32:00 Role of TheyDo
36:15 Governance
38:15 What is the right time
43:00 Journey Management Index
47:45 Closing thoughts

--- [ 2. LINKS ] ---

--- [ 3. JOURNEY MANAGEMENT INDEX ] ---

Assess your journey excellence maturity level. Find opportunities for growth. Benchmark yourself against your colleagues and competitors.

https://www.servicedesignshow.com/index

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Service Design Show

From journey mapping to journey management / Jochem van der Veer / Episode #167

Episode guests

Podcast summary created with Snipd AI

Quick takeaways

Deep dives

The Importance of Journey Management

The Challenges of Transitioning from Journey Mapping to Journey Management

The Role of Day Do in Journey Management

Introducing the Journey Management Index

Customer Experience Centered

Is Journey Management a Good Idea?

Creating a Conversation Piece

Remember Everything You Learn from Podcasts