From Data to Structure: AI Sensemaking For Your Journeys / Journey Management Playbook / Ep. #03

Service Design Show

It's time to continue our journey...

In episode 1 of the Journey Management Playbook we pinpointed a key business challenge that we want to tackle.

The focus of episode 2 was all about gathering qualitative and quantitative data to understand the 'what' and the 'why'.

But now comes the big question: How do you transform all that valuable material into clear insights and identify the opportunities that will actually make a tangible impact, fast?

Where should you even start to make sense of it all and prioritize your efforts?

This is where the rubber meets the road, and it's exactly what we address in episode 3. We're diving into the crucial first steps of structuring and scoping.

Just like in the past episodes, we're joined again by Tingting Lin from TheyDo, who shows us how to take our raw data and, with AI as our powerful co-pilot, quickly generate an initial, structured journey map.

This episode helps you understand how to:

Take your raw qualitative data (like survey responses or interview notes) and use AI to generate an initial, structured customer journey map

Begin making sense of AI-generated insights by understanding different insight types and how to initially prioritize them.

Enrich an existing journey structure with new data using AI, effectively showing how to augment prior work with fresh insights.

Our goal with this whole series is to help you use journey management to make tangible impact faster, and as you'll see AI is a great tool to accelerate this process.

Important Note: This episode features a lot of screen sharing as we build a journey live inside TheyDo. So to get the most out of it, I highly recommend watching the video version on YouTube or having the accompanying slides (link in the show notes) handy if you're listening to the podcast edition.

Enjoy and keep driving that positive change.

~ Marc

[ RESOURCES ]

• Playbook Slides - https://go.servicedesignshow.com/0nz_4
• Sign up for TheyDo - https://www.theydo.com

[ GUIDE ]

00:00 Episode 3: What to Expect

02:30 Introducing Theydo & Tingting's

06:00 The Big Picture

07:30 Episode 2 Recap

08:30 Offboarding Sources

09:30 The Goodbye Email Data

12:00 Working with Unstructured Data

13:30 Miro Board: Structuring Insights

14:30 First Step in Journey Management

15:00 Generating a Journey with AI

18:00 Starting a New Journey in Theydo

20:00 AI-Generated Journey from Scratch

23:00 Enriching an Existing Journey

31:00 Blank Slate

36:00 Collaborating with AI: Verifying Insights

42:00 Check Mapped Insights

46:00 Workspace Insights Overview

49:00 3 Ways Prioritizing Verification

50:00 Prioritizing with Pain, Gain & Observations

51:30 Starting with Pain Points

1:04:00 Bonus Questions from Previous Episode

[ RSS LINKS ]

• 🍿 YouTube ~ https://go.servicedesignshow.com/journey-management-playbook-03-youtube
• 🎧 Spotify ~https://go.servicedesignshow.com/journey-management-playbook-03-spotify
• 🍏 Apple ~ https://go.servicedesignshow.com/journey-management-playbook-03-apple
• ✂️ Snipd ~ https://go.servicedesignshow.com/journey-management-playbook-03-snipd
• 🎙️ Other ~ https://go.servicedesignshow.com/journey-management-playbook-03-other