Beyond the Draft: Adding Richness and Reliability to Your AI Journey Map

Service Design Show

Jun 26, 2025•1 hr 5 min

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Episode description

What does it take to spend more of your time creating real impact...

That's the central question we're exploring in our Journey Management Playbook series.

In the last episode, we did something pretty amazing: we took a pile of raw data and, with a click of a button, watched AI generate a structured journey map in a matter of minutes.

I'll admit even though I was a bit skeptical to start with, this felt pretty magical.

But the truth is that this first draft is just the beginning.

As you have hopefully seen, an AI-generated journey gives you an incredible head start, but it's not yet something you should bet your business on.

So, how do you move from this first draft to a decision-making tool you can truly trust? How do you make it yours?

That’s exactly where we're going in Episode 4. This is the essential next step.

Once again, Tingting and I roll up our sleeves and show you the practical, step-by-step process of:

Prioritizing what to tackle first, so you don't get overwhelmed.

Verifying AI-generated insights to build confidence.

Enriching the journey using properties to add depth.

Using filters to focus on what matters most.

As you'll see, we're now entering the areas where the power of modern AI-driven journey management truly comes alive.

There's still a lot of work for us to do, but AI allows us to focus our time on the areas where we can add the most value.

Just like in the previous episodes, we're diving deep inside TheyDo with a lot of screen sharing.

If you're listening to the podcast version, I highly recommend having the accompanying slides handy to follow along visually. You can find them in the show notes.

Take care,

~ Marc

--- [ 1. LINKS ] ---

Playbook Slides - https://go.servicedesignshow.com/08gpl
Sign up for TheyDo - https://www.theydo.com/service-design-show

--- [ 2. GUIDE ] ---

00:00 Welcome to Episode 4

01:30 What to expect in the episode

04:00 Service Design Pitfall: Over-Perfection

05:00 TheyDo & Tingting's Introduction

09:00 Previous Episodes Recap

11:00 Diving into AI Journey Scenarios

13:00 Scenario 1: AI Journey Verification

15:00 Prioritizing Insights: Where to Start

24:00 How to verify individual AI insight

25:45 Marc's verification approach

28:00 Managing Supporting Quotes & Splits

33:00 Iterative AI Workflow & Refinement

35:30 Clarifying AI-Generated Details & Sentiment

38:00 Verifying Insight Types

40:45 Adjusting Experience Impact Score

42:30 Understanding Insight Ownership

46:00 Summary of Verification Process

47:00 Batch Editing Insights for Efficiency

49:30 The Power of Tagging & Taxonomy

51:00 Statuses: Tracking Workflow Progress

59:00 Personas: Differentiating User Experiences

1:02:30 AI & Human Collaboration: Not Obsolete

1:03:00 Groups: Engaging Different Teams

1:05:00 Tags: Global Dimensions for Insights

1:07:45 Filtering & Prioritization with Tags

1:10:45 Journey Health Score (Upcoming Feature)

1:11:32 What Makes a Healthy Journey?

1:12:00 What's Next on Episode 5

1:13:00 Audience Q&A

1:15:00 Conclusion & Looking Ahead

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