Here's the big problem with journey maps...
It's often like you've composed a masterpiece, but no one is there to actually play it.
This is what I feel when I see a carefully crafted map (our version of "music on paper"), which ultimately fails to make an impact.
Sure, we do the research, map the insights, and identify opportunities, but on Monday morning, everyone just goes back to their old routines, checking off to-do items in Jira, ClickUp, or Asana.
The map becomes an impressive visual, but it's disconnected from the way work is done.
This is the implementation gap, and it's where most journey management efforts fail.
So in episode 7 of the Journey Management Playbook series, Tingting Lin and I address this exact problem head-on.
This isn't a guide about what to map rather, it's about how to plug your insights into the operational reality of your organization.
We're moving beyond the theory and into the practical, day-to-day workflow.
I even share my own project management setup, share how things get done in my business and we discuss how to bridge the gap between my project list and the customer journey.
In this episode, you'll hear:
* Why creating a "parallel workflow" for journey management is a recipe for failure.
* How to "plug into" your organization's existing ceremonies.
* A practical way to reverse-engineer your team's current project backlog and to connect it back to the journey.
* The right way to use prioritization matrixes to spark stakeholder conversations and grow alignment.
So if you want to make your journeys the driving force behind your daily decisions, not just another document lost on a hard drive or fading away on the wall, make sure you don't miss this one.
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--- [ 2. GUIDE ] ---
00:00 Welcome to TheyDo EP 07
02:00 Implementation gap
03:00 Defining the Operational Workflow
06:00 The Practical Challenge
09:00 Connecting the Triple Diamond to the Music Metaphor
12:45 Understanding the big picture
15:30 Connecting the churn-reduction journey map
16:30 Journey Management to Project Management
19:30 Modeling initiatives in TheyDo to show a successful integration approach
21:30 How to Model Initiatives in TheyDo for Journey Linkage
24:00 Linking Initiatives to Opportunities/Journeys
25:30 Scoring Initiatives by Impact and Effort
28:00 Connecting Discovery (TheyDo) to Delivery (ClickUp/JIRA)
30:15 Context in the Journey Tool
32:00 Bi-directional Synchronization
34:00 How to set up the connectio
35:45 Understanding the Organizational Workflow
37:30 Handoffs between the Triple Diamond Workflow
39:00 How to Implement the Workflow
41:00 The needed Cultural shift
42:00 Impact driven language
44:30 How to handle non-journey work
47:00 The Workflow is not a Designer's Job Alone
49:00 Recap: The 4 steps
50:30 Journey of the Journey Manager
54:30 Journey Framework for Strategic Alignment
56:30 Ensuring Business Value
58:00 Scaling and Governance
1:02:30 Coming Up Next
--- [ 3. FIND THE SHOW ON ] ---
Service Design Show 