Create Clear & Actionable Journeys with the 5x12 Framework

Episode • Jul 24 • 1h 5m

I have to admit, even I got stuck...Recently, I was working on the onboarding journey for my Circle community.What started as a flexible journey inside a Miro board very quickly became a complex map that became impossible to use. With every new insight we wanted to add came questions about where it should go and how it should be defined. Due to these meta-level questions, we lost momentum, and the entire process slowed to a halt. Unintentionally, I had created a journey structure that was simply too complex to be useful in practice.Finding the right balance between structure and flexibility, as well as richness and overview, in your journeys is a challenge many of us face. That's why it's the next big problem we tackle in our Journey Management Playbook series.In the past episodes, we've used AI to generate a journey and then verified it to build trust. Now, we need to make it truly manageable.The core issue is that we often treat journey maps as containers for all information, when their true power lies in driving action. So, as we've said often, we need to shift our mindset from "journey mapping" to "journey management".The key is a simple yet powerful framework for structuring your journey. * What if the most effective journey had a specific, limited number of lanes?* What if there was a rule for how many steps you should have (maximum)?* What if there was a simple way to handle complexity without cluttering your main map?In this episode, Tingting reveals the proven framework that helps you answer these questions.With this framework, you'll be able to transform your map from a static document into a practical tool that teams can use to make informed decisions.Heads-up, this is another deep-dive where we get into the nitty-gritty details. We spend a lot of time sharing our screen, so if you're listening to the audio-only version, I highly recommend opening the accompanying slides to follow along visually. We've also included timestamps in the description, so you can easily jump back to a specific topic later on.Be well, ~ Marc
--- [ 1. LINKS ] ---

Playbook Slides - https://go.servicedesignshow.com/08gpl
Sign up for TheyDo - https://go.servicedesignshow.com/scjwb

--- [ 2. GUIDE ] --- 00:00 Welcome to Episode 503:00 Meet Tingting: Journey Coach05:00 Short articles at the end06:00 Series Recap07:00 Next Steps: Filling Your Journey10:00 Action-Biased Journeys15:30 Simplifying your journey17:30 Workflow First: Not Just Visuals19:55 Journey Map Evolution (V1 vs V2)27:00 Why Fewer Lanes Work29:10 Triple Diamond Workflow33:40 Framework Over Flexibility38:30 Nested journeys41:20 Lane Owners & Stakeholders45:30 Offboarding Journey Example49:00 Automatic Data Roll-Up50:00 Actionable Insights > Stories54:15 As-Is vs. To-Be Approaches1:00:30 Key Takeaways: Structure Tips1:04:00 Next Episode Preview1:04:50 Connect With TheyDo
--- [ 3. FIND THE SHOW ON ] ---

Activity

Switch to the Fountain App

Open in Fountain