Service Design Show

Who pours their heart and soul into journey maps that end up gathering dust...Exactly no one of course!Sure, we all want our journey work to have more impact, faster. But the question is how?That's exactly what we're exploring in the Journey Management Playbook series in collaboration with TheyDo.What makes this series different is that it's built on the real-world lessons learned from companies who are deep in the trenches of implementing journey management. Success leaves clues – clues we're sharing with you.Just like in the first episode, this second part dives into a step that many professionals (myself included, sometimes) tend to skip, overlook, or take for granted. Yeah, it's the kind of oversight that often comes back to haunt you later on.This crucial step is all about grounding your journey efforts in solid evidence, blending the what with the why. It’s what separates informed action from guesswork.Getting this right brings clarity on what truly deserves your attention and what n