# TheyDo Reviews **Vendor:** TheyDo **Category:** [Customer Journey Mapping Tools](https://www.g2.com/categories/customer-journey-mapping) **Average Rating:** 4.5/5.0 **Total Reviews:** 62 ## About TheyDo With flexible journey mapping and a framework that links all customer insights, opportunities and solutions together, TheyDo is the single source of truth for your end-to-end customer journey. TheyDo helps you work journey-centric and put your customer at the heart of decision-making: 🖼️ Single source of truth - Centralize and connect your customer journeys in an organized “Journey Hierarchy”, so you can zoom out for full oversight of your customer experience and zoom back in to tackle a specific customer problem 🧩 Journey Management workflow - Standardize your way of working around customer journeys with flexible journey “Building Blocks”, taking you from customer research \> identified problem areas \> prioritized solutions 🎯 Goals - Visualize the connections between business needs and customer needs in one place—within “Goals” see how every piece of the work rolls up into progress on your KPIs 📚 Classification - Manage your customer insights with statuses, tags and types, giving your entire team visibility into the customer mindset and keeping research up-to-date 💬 Live collaboration - Collaborate on customer journeys without needing a workshop to do it— Add viewers and contributors, tag, notify, comment, mention and share 🏆 Expert coaching - Work through a customized success plan from our Journey Management coaches and hands on customer enablement team 🔐 Enterprise-level data security - Don’t worry about security—TheyDo is ISO 27001 certified and privacy is of the utmost importance to us. ## TheyDo Pros & Cons **What users like:** - Users appreciate the **single view of customer journeys** , finding it easy to use for communication and opportunities. (2 reviews) - Users find the **ease of use** of TheyDo enhances communication about journeys and opportunities effectively. (1 reviews) **What users dislike:** - Users find **limited customization** frustrating, as industry-specific adjustments are not supported by the tool. (1 reviews) ## TheyDo Reviews ### 1. Unified Customer Journey View That Delivers **Rating:** 4.0/5.0 stars **Reviewed by:** Mohamed H. | Growth Strategist, Enterprise (> 1000 emp.) **Reviewed Date:** December 15, 2025 **What do you like best about TheyDo?** a single view of all steps taken by a customer with your brand. **What do you dislike about TheyDo?** industry based customization is not at all possible with this tool **What problems is TheyDo solving and how is that benefiting you?** Can easily prioritize the areas where we should work on and give channel recommendations as well to tap potential users. ### 2. TheyDo over the last 3 years **Rating:** 5.0/5.0 stars **Reviewed by:** Berri B. | Senior Service Designer, Enterprise (> 1000 emp.) **Reviewed Date:** August 25, 2024 **What do you like best about TheyDo?** Our customer success teams has been so intentional to keep us informed on roadmaps, include us in feature decisons/feedback and go above and beyond to support our needs and issues. They are willing to help solve our problems with us and use TheyDo more efficiently and to its full potential. I have worked with the TheyDo team for three years and have always felt heard and more like a partner than a customer. Our journey management practice has grown with and throughTheyDo. **What do you dislike about TheyDo?** So robust and complex that onboarding is a bit intensive and intimidating. Difficult to share with stakeholders that will only be temporarily using or referencing TheyDo. **What problems is TheyDo solving and how is that benefiting you?** TheyDo enables journey maps to be the connector for research, product design and business strategy. It effortlessly helps stakeholders make informed decisions and track the why behind them. Using relationship builidng of insights, solution and opportunity building blocks, helps to keep everything interconnected across products and lines of business. ### 3. TheyDo - a super tool to know your customer better! **Rating:** 4.0/5.0 stars **Reviewed by:** Julia E. | Marketing Excellence Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2024 **What do you like best about TheyDo?** - I like the tool being simple and easy, adjustable upon request or goal, linked with Metrics - A customer support team is very fast ) and helpful - AI is impressive - I see a great potential for the tool to be used further a project management supporting functionality - **What do you dislike about TheyDo?** - AI - is a super power, however need more time to invest for testing and more accurate work, since some insights were missed - Using other languages except English would make the tool more usable - Appreciate if INSIGHTS part could be easily manages - like combine simular insights and depending on number repeating gains/pains from different customers I could see significance of concrete insight **What problems is TheyDo solving and how is that benefiting you?** - TheyDo helps to see the full customer journey, expands the horizon of opportunities to improve the product/service - We can see the gaps between CJM, and Organisation Blue print - when trying to synchronize customer phases and company process and answers to pains/gains. This is a great exercise "to see" what could be improved from current actions or where to invest in the future - I also believe TheyDo can be integrated or developed as further Project Management solution for the companies, integrated with clientcentricity approach ### 4. Unveiling the Customer Journey Mastery: TheyDo Software Review **Rating:** 5.0/5.0 stars **Reviewed by:** Christopher N. | Founder & CEO, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** June 04, 2024 **What do you like best about TheyDo?** What I admire most about TheyDo software is its seamless integration of intuitive design with powerful functionality. The user-friendly interface makes it incredibly easy to navigate through various stages of journey mapping, while its robust features empower teams to collaborate effectively, customize maps to their specific needs, and derive actionable insights from the data. This combination of usability and depth of features sets TheyDo apart, making it a standout solution for anyone looking to understand and optimize customer experiences. **What do you dislike about TheyDo?** One aspect of TheyDo that could be improved is its learning curve for users who are new to journey mapping concepts. While the software offers extensive customization options and powerful analytics capabilities, beginners may find it challenging to grasp these features without prior knowledge or experience in customer journey mapping. Additionally, while TheyDo integrates with popular tools like Slack and Trello, it could benefit from expanding its native integrations with a wider range of software platforms to enhance workflow efficiency for users. Lastly, the pricing tiers of TheyDo may be prohibitive for smaller businesses or startups, potentially limiting accessibility for those with tighter budgets. **What problems is TheyDo solving and how is that benefiting you?** As the Founder & CEO of Quiver, I see TheyDo as a powerful solution that addresses critical challenges in understanding and optimizing customer experiences. By providing a centralized platform for visualizing and analyzing customer journeys, TheyDo streamlines the process and fosters collaboration among teams, aligning everyone towards common objectives. Their robust analytics and reporting functionalities offer invaluable insights into customer behavior, allowing us to pinpoint pain points and optimize touchpoints along the journey effectively. This empowers us to make data-driven decisions that enhance the overall customer experience. Moreover, TheyDo's customization options enable us to tailor journey maps to our specific business needs and objectives, ensuring that our strategies are aligned with our goals. This flexibility has been instrumental in addressing unique challenges within the LGBTQ+ community and catering to the diverse needs of our users. To further improve, TheyDo could consider enhancing its user onboarding process to reduce the learning curve for newcomers, thereby increasing accessibility and adoption. Additionally, expanding its native integrations with a broader range of software platforms would enhance workflow efficiency for our team. Overall, TheyDo has significantly benefited Quiver by providing us with the tools and insights needed to drive meaningful improvements in our customer experiences and achieve our mission of fostering connections within the LGBTQ+ community. ### 5. Product Management Software for Many Uses **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2024 **What do you like best about TheyDo?** I was looking for a way to better manage our product development testing with our users and keep track of the feedback received to determine next steps. I found a software that I can use in many other ways as well because it breaks up processes into "user journeys" that allow me to link various experiences from our users to specific steps and from there create plans to address weak points in a way that can be explained across multiple stakeholders. I brings a structured approach to a complicated process. I love how it makes it easier to explain to others the user experience in a journey and keep the feedback in the context in which is was given. Actions plans become more relevant and easier to execute. When I had a question on how to use the software there was enough user guides and faq's with videos that not only helped me understand the software but also how to better understand product management. It was easy to get my team using it as well and was easy to collaborate with them in the application. **What do you dislike about TheyDo?** There are some small user interface things that could make it easier to use but you can quickly figure it out as you go. **What problems is TheyDo solving and how is that benefiting you?** Creates a systematic approach to communicating across various stakeholders how to improve a users journey through a process that you have created. ### 6. This replaced online whiteboards for me **Rating:** 4.5/5.0 stars **Reviewed by:** Jorge V. | Product Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 21, 2024 **What do you like best about TheyDo?** You can tell when a took has been built with love. I started out wanting to build a simple customer journey and very naturally I have stayed using the accompanying features. If I were to stand one out in particular is loading up customer interviews and having Journey AI extract the insights and automatically map it to my journey - huge time save. **What do you dislike about TheyDo?** Sometimes I feel I need a bigger screen. It sometimes feel it's designed for a large monitor or screen and even when collapsing the rows, it's a lot of "dead" space on screen. It's not a deal breaker but just an observation. **What problems is TheyDo solving and how is that benefiting you?** Love customer journey where I map everything. From user research to service blueprints. Whenever a team conversation gets muddy,I use the customer journey I have in TheyDo to bring the chat back to a specific place and time. This is really helpful for effective and efficient conversations. ### 7. TheyDo makes us a more effective UX team **Rating:** 5.0/5.0 stars **Reviewed by:** Jordan C. | Director of User Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2024 **What do you like best about TheyDo?** We have a ton of momentum in our organization around TheyDo and it's capabilities. Our product and engineering partners love seeing the insights we're getting from customers laid out in a clear and organized manner. Additionally, we've really appreciated the support their team has provided in helping not just use their product more effectively, but also to enact organizational change through journey management best practices. In the end, we want the insights from customers to help drive product prioritization, and step by step, TheyDo is helping us to that. **What do you dislike about TheyDo?** I'd like to use TheyDo as a communication tool for exectutive stakeholders to expose future opportunities and recent impact, but it's still a little cumbersome for that. **What problems is TheyDo solving and how is that benefiting you?** Helping to consolitadate insights into a more clear format to be shared and prioritized among the teams. We're constantly learning, and we needed a better place to collect those learnings to be shared and discussed. ### 8. Very useful tool for process mapping **Rating:** 4.5/5.0 stars **Reviewed by:** Juliette H. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2024 **What do you like best about TheyDo?** As a user experience designer, I think theydo is an ergonomic tool. Theydo is very useful to map process as I work in a big company. The fact that we can put users insight at the right step in the process, and that it can be shared to everybody in the organization so everybody could have the same level of informations is really valuable. Then we can re-work processes and improve them easily. I'm glad to use this tool! **What do you dislike about TheyDo?** Only one thing that could be great to improve in my opinion, having the possibility to expand the categories in the journey map would be really great for my job. **What problems is TheyDo solving and how is that benefiting you?** Get insights of users at the right place, improve existant processes, get the pain points of users, share to everyone in a company. ### 9. Go back to your old pricing model **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** June 01, 2024 **What do you like best about TheyDo?** TheyDo is great at creating scalable journeys without the hassle of managing the design, while seamlessly integrating opportunties and insight **What do you dislike about TheyDo?** The price! Obviously theydo is now targetted towards large corporations, but even for large agencies let alone freelancers, the price is not worth it. Theydo used to have a great pricing model but its so expensive now that unless you are prepared to make a large investment it doesn't seem viabale. **What problems is TheyDo solving and how is that benefiting you?** Being able to quickly create journeys and blueprints allowing for linking of large scale projects easily managing the insights and opportunties. Unfortuntaly there are too many bugs with the new features like not being able to properly load insights from dovetail or large amounts of insights from a csv file and the ai model isn't really hitting the mark compared to other models that with the same information go into alot more detail. ### 10. Great tool, not cheap **Rating:** 3.5/5.0 stars **Reviewed by:** Marley D. | Senior UX Researcher, Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2024 **What do you like best about TheyDo?** I love the versatility of the tool-- I'm able to input customer needs, pain points, opportunities, images and data. It also has great UI, which makes it easier for me to convince stakeholders to look at it! **What do you dislike about TheyDo?** The free plan is limited, and the cheapest paid plan is more expensive than my company is willing to spend right now. I wish there was a tier between Mapping and Management to allow lower-budget teams to access some additional features of the tool. **What problems is TheyDo solving and how is that benefiting you?** TheyDo helps me put all of the research my team does in one place. Having it in one place opens up discussion and focusses the conversation on specific moments in the journey. ### 11. A powerful tool that will change the future of service and product design for good! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.) **Reviewed Date:** May 22, 2024 **What do you like best about TheyDo?** This tool is incredibly flexible and user-friendly, making it easy to start journey mapping and collaboration, even for those new to service and product design. It invites everyone to embrace this innovative approach to creating services and products, which is essential in our industry. The integration with metrics and interconnections between journeys is what I have been looking for! **What do you dislike about TheyDo?** While TheyDo is an excellent and user-friendly tool, one downside is that once the journey is documented and presented, it might be perceived as final. Since this isn't a whiteboarding tool and everything appears more polished, it can lead to this misconception. It would be interesting to see how future updates could better support ongoing changes in ways of working. **What problems is TheyDo solving and how is that benefiting you?** TheyDo addresses key challenges I'm currently facing by simplifying journey mapping, enhancing collaboration, and providing structured documentation. It helps me facilitate better communication and alignment among cross-functional teams, ensuring everyone is on the same page. Additionally, its scalable design solutions support the growth and complexity of projects. Overall, TheyDo benefits me by saving time, maintaining clarity, and accommodating project expansion seamlessly. ### 12. Empowering Customer-Centric Excellence! **Rating:** 5.0/5.0 stars **Reviewed by:** Catarina G. | Senior Product Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 01, 2024 **What do you like best about TheyDo?** I have been using this incredible digital product for customer journey mapping and service blueprints, and it has truly transformed the way teams collaborate and stay customer-focused. The experience has been nothing short of amazing! From the very beginning, the user-friendly interface caught my attention. The intuitive design made it incredibly easy for our teams to dive in and start building customer journeys and service blueprints without a steep learning curve. This product is an indispensable asset for teams. I highly recommend this tool to any organization aiming to enhance its customer focus and streamline stakeholder communication. **What do you dislike about TheyDo?** One aspect I find lacking in this product is its failure to integrate seamlessly to create a roadmap, which could enhance overall project planning and execution. **What problems is TheyDo solving and how is that benefiting you?** It not only simplifies the process of building customer journeys and service blueprints but also fosters a customer-centric culture within organizations. The impact on communication alignment and collaboration across teams is profound. ### 13. All information accessible in one location **Rating:** 5.0/5.0 stars **Reviewed by:** Chrisz G. | Customer Journey Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** February 29, 2024 **What do you like best about TheyDo?** What I love about TheyDo is the fact that this was our go-to tool in no time! Map journeys, link every journey step to a visual for easy identification. Put in the existing solutions, easily import the customer feedback and see where the opportunities emerge. Great view on how a solutions adds value to one journey, but also to (how many) others! Assigning tasks in Jira can be intergrated so you can follow the progress. All that information accessible in one location. **What do you dislike about TheyDo?** The thing to keep in mind is to really follow the process. Put the information in the way the tool needs to get the for the best result. Don't start running before you really think through the whole landscape, how things are connected etc. Realise journey management might be a new concept for colleagues/stakeholders. Start small and take them with you step by step to show the undeniable benefits of actual journey management **What problems is TheyDo solving and how is that benefiting you?** The awareness of the relationships and dependancies between journeys and the whole eco system grows ### 14. Absolutely the BEST journey mapping tool out there! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** January 03, 2025 **What do you like best about TheyDo?** Easy to use. Great for communicating journey's and opportuntities! **What do you dislike about TheyDo?** Getting stakeholder buy-in, the platform requires a pretty big mindset and process shift. **What problems is TheyDo solving and how is that benefiting you?** Being able to match up opportunities with problems to solve. ### 15. The journey management essential tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consulting | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2024 **What do you like best about TheyDo?** I use TheyDo to manage and scale journey mapping activities, service blueprinting, persona mapping, and the insight to solution process. Beyond the greater flexibility of initial journey mapping stages offered by online whiteboard tools, which is still often an essential starting point, journey management calls for a more structured environment that allows to manage and connect seamlessly all the different "blocks" of the pipeline, from personas, to journeys, to frameworks, and the insights-opportunities-solutions process. TheyDo delivers on this need, and prepares teams to implement, scale, and manage a complex framework of journeys with powerful features and synced elements throughout the whole environment. **What do you dislike about TheyDo?** Once reaching a certain level of experience with TheyDo, you can start to notice certain limits in place that stop you from taking your journey mapping to the next level. I believe this is mostly due to the platform still needing to mature, but once you become proficient it's easy as a user to feel like this "nice to haves" are actually "must haves" for you. Some examples are labels in the UI of journeys/personas/solutions etc. being fully baked in, limiting you from customising the way you want to organise or present information, or the fact that the exporting options are limited, which can limit collaboration outside of their environment. I'm sure that all of these appear on the backlog, and are going to be covered as TheyDo grows. In the meantime, it's still a very powerful solution for Journey Mapping and Management. **What problems is TheyDo solving and how is that benefiting you?** The main purpose of using TheyDo for me is making Journey Management actually "manageable". It brings needed efficiencies and optimisations where an attempt to use static mapping tools simply won't work anymore. It also makes collaboration in the team easy for people who have different levels of familiarity with journey mapping and what happens around it. It's my go-to tool for this job. ### 16. Great tool for managing customer journey **Rating:** 5.0/5.0 stars **Reviewed by:** Atena L. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2024 **What do you like best about TheyDo?** TheyDo is a great tool for managing the customer journey. Previously, I used to use Figma or Miro to do that. but maintaining the customer journey was super difficult. **What do you dislike about TheyDo?** TheyDo have a fixed structure. Most of the time you can fit the customer journeys into it. But sometimes, it's not that easy. You have to try to develop some interconnected stages under a phase in the journey hierarchy to give you an overall experience visually. But sometimes, it isn't easy to come up with this format. Especially. The engagement phase consists of many disconnected journeys that don't have the same format. **What problems is TheyDo solving and how is that benefiting you?** I've mentioned it in the previous question. ### 17. Finally, a full end-to-end journey management tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Jin W. | Client Experience Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2024 **What do you like best about TheyDo?** The ability to easily manage multiple client experience journey maps, end-to-end. Also, I feel supported by the team. **What do you dislike about TheyDo?** I can't think of anything in particular, I've never experienced a better client journey management tool. **What problems is TheyDo solving and how is that benefiting you?** TheyDo enables me and the wider business to put a client lens across the entire end-to-end client journey across multiple levels of granularity, run insights-led experience improvement initiatives that can be tracked back to the original insights, and the AI does a pretty good job in deriving some problem statements based on the client insights obtained during discovery. Designed solutions can translate into Jira tickets so that the we track them through to development. It's rather revolutionary! ### 18. Boosts productivity **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Design | Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2024 **What do you like best about TheyDo?** I like that TheyDo offers me ways to use work previously done to enhance any new project I start. The categorizing and library of insights allow me to see what my team has discovered and whether I can pull the insights into related work. TheyDo also allow me to see which journeys or blueprints our personas are tied to and how they are vastly used in our work. TheyDo does a great job of minimizing the number of pages and platforms needed to create beautiful work that is shared directly with our client. **What do you dislike about TheyDo?** TheyDo struggles with allowing the user to control who can access which file. Once a person is given access, they have free range to see every file created in the workspace. TheyDo also limits what can be shared via a link, which often is a pain when sharing with our client. **What problems is TheyDo solving and how is that benefiting you?** TheyDo solved an issue where my team couldn't move insights or "boxes" from a particular row. Now, TheyDo allows one to drag an insight from one row or column to another. ### 19. Easy way to create and find journeys and insights **Rating:** 4.0/5.0 stars **Reviewed by:** Piet v. | Senior Service Designer, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2024 **What do you like best about TheyDo?** Fast way to create standardized journeys. We use our own templates. You don't have to think about which lanes to use. It is all formatted automatically and looks good. **What do you dislike about TheyDo?** You can share journeys with collogues who don't have accounts (public journeys with a password). But I'd like them to see the whole overview of journeys, and click through to the right journey themselves. I believe you need a payed account for that. **What problems is TheyDo solving and how is that benefiting you?** The whole team knows where to find the journey, and can collaborate easily. Before, everything would be spread out on different Miro boards, and people would mess up the formatting. ### 20. A Nice Tool for Journey Management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Design | Small-Business (50 or fewer emp.) **Reviewed Date:** June 06, 2024 **What do you like best about TheyDo?** It is a journey management tool amongst some others in the market. It is nice that it provides various features. It has a learning curve but is quite ease to use once you get the hang of it. The help documentation TheyDo provides is often helpful. **What do you dislike about TheyDo?** One feature it might be lacking is the ability to export. Preferably with export options, it would allow for better presentation of the information on the journey. For example, it can provide different views to show selective information on the journeys. **What problems is TheyDo solving and how is that benefiting you?** It allows for a better organization of journeys especially at a larger scale. The interconnectedness of TheyDo features and journeys help with deciphering the importance and values of information. ### 21. Exciting Tool for Journey Mapping **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Construction | Enterprise (> 1000 emp.) **Reviewed Date:** May 08, 2024 **What do you like best about TheyDo?** Cconnecting all the different journeys. So nice that you can dive in and research all the references. Also love having a repository that everyone can reference. **What do you dislike about TheyDo?** Overall design is hard to alter you're kind of stuck with how Theydo thinks things should look. Also its really hard to document digital expereinces, interactions or processes. Really all you can do is use insights retrofitted which is not the actual use for insights at all. We have an insane amount of insights because of this fact. Also there's not good troubleshooting resources. I keep getting pointed to the Theydo community but their responces havn't been useful. **What problems is TheyDo solving and how is that benefiting you?** They do is storing and connecting all the Journeys which is very important when sharing info through out the organization. It also makes starting very easy. ### 22. Very easy to use and perfect for emphasising the value of Customer Journeys to multiple stakeholders **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2024 **What do you like best about TheyDo?** I love that there are various ways to integrate external data into the journeys. The ability to add screenshots into the journey steps are also very useful as well as the ability to link smaller journeys within larger ones to really focus on them when tackling the probelms. **What do you dislike about TheyDo?** I think sometimes there are too many things to keep up with in terms of finding where a certain element is - perhaps there is some missing visual correlation between the building blocks and where they are in the journey hierarchies themselves. **What problems is TheyDo solving and how is that benefiting you?** It's helping bring all the different stakeholders that have a part to play in different parts of the Customer Journey to come together and see this one source of truth and feel some ownership for it. ### 23. TheyDo Journey Mapping **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2024 **What do you like best about TheyDo?** We have done journey mapping in the past in spreadsheets and documents, but they are pretty difficult to manage and stay on top of, we like TheyDo because it is our one stop shop for journey mapping and tracking the most important analytics. They have great customer support and it is an easy platform to learn. **What do you dislike about TheyDo?** I wish that they integrated with other platforms or had API plug ins so inputting analytics wasn't so manual. **What problems is TheyDo solving and how is that benefiting you?** It is helping us see the pain points for our customers across the whole company versus only seeing them one department/location at a time! It is also great to see how the numbers.metrics align with different phases or steps in the customers journey. ### 24. A great way to manage and catalog all your journeys, update them easily with new insights **Rating:** 4.5/5.0 stars **Reviewed by:** Machiel L. | mede-eigenaar, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2024 **What do you like best about TheyDo?** Easy accesible for the organisation. Goals and oppertunities are easy to manage. You can make your own templates. You can track improvements with your own metrics manage solutions and oppertunities in one place with links to websites and your documents. **What do you dislike about TheyDo?** Not real dislikes, visuely i would like the option for more colours and hierachie in swimminglanes. But thay are probably allready working on it. **What problems is TheyDo solving and how is that benefiting you?** It gives a good vieuw of what is going on, you can add insights/ideas very fast. ### 25. Best for journey management **Rating:** 4.0/5.0 stars **Reviewed by:** Pie P. | Service Designer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2024 **What do you like best about TheyDo?** Journey and persona management. Ease of use. Ability to connect painpoints and opportunities across the board. And their customer service. I was once found a bug and reached out to them , they replied promply and solved it quick. **What do you dislike about TheyDo?** The ux may need to constantly improve. I found it a bit bumpy when using it. Little annoying sometimes but not a big deal though. **What problems is TheyDo solving and how is that benefiting you?** lay out the journeys beautifully. Easy to look at and read. and how they integrated with personas ### 26. Great product evolving in a space that needs it **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** February 28, 2024 **What do you like best about TheyDo?** Being able to map and layer insights along journeys, and in particular I thought the AI mechanism for interpretting imports was pretty nifty! It's not perfect yet, but there are plenty of benefits in what I assume is still reasonably early stages of product development. Great that alot is available free, and of course a decent charge for a great tool, but it's an impossible leap to climb in any of my experiences so far - and could fail to connect with the right value even at larger companies who can afford it, just my opinion because it's a product that deserves to be well-compensated but not sure who can afford it! **What do you dislike about TheyDo?** Not being able to download the insights, prioritise them within the same map, and/or read longer insights in the PDF download. Unfortunately it's meant that the client, and other internal stakeholders have not bought into the idea of using it, so it has become a working asset in the background and ultimately has had to be dropped for a more manual approach following restrictions on simplifying it for internal comms about the project. It's such a shame, because the resistance was real (one team member refused to look at it) and I would have loved to have proved them wrong. Next time, perhaps! **What problems is TheyDo solving and how is that benefiting you?** I needed to gather multiple perspectives of proxy insights and map them along a customer journey, of a customer they don't know very well and without talking to any of the said customers! This actually worked really well as it meant we broke down everything we learned, and I even used the AI to interpret the language as a proxy to help draw that out into layers. Unfortunately, that's where it failed for me as I then had to present it back and this was too large for them to view (global stakeholders on a presentation call). But in principle, it's a great store for insight - and if I have time to review it once the project is fully underway, then I will! ### 27. A user-friendly tool to turn insights we have into gold (the best solutions for our clients) **Rating:** 4.5/5.0 stars **Reviewed by:** Peter E. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 28, 2024 **What do you like best about TheyDo?** I love that it's a t is a hands-on tool that offers numerous possibilities for adding various types of insights. It ensures in a fairly straightforward manner that the insights go through the triple diamond model towards actual solutions that are implemented. **What do you dislike about TheyDo?** I am looking for a system that simplifies and makes my workflow more efficient. Specifically, I desire a simpler method for sharing my scores across various metrics within TheyDo. Additionally, I would appreciate a reminder feature that alerts me to fill in my metrics, especially at times when I need to add them manually. Another feature I would find useful is a suggestion button, powered by AI, which aids in linking insights that are similar. This would also be beneficial in connecting opportunities with these insights, streamlining the integration of relevant information. Moreover, I would like to have a default setting for the 'lanes' I use within TheyDo. These settings should be customizable as needed but ideally remain unchanged between sessions, so I don't have to constantly make adjustments or see unnecessary information upon logging in. This would not only improve my workflow but also that of my colleagues, including developers, business analysts, and UX designers, by reducing clutter and enhancing focus on relevant work. **What problems is TheyDo solving and how is that benefiting you?** Facilitating the use of insights to push innovation and change, and to prioritize the right matters. **Official Response from Lauren Steinberg:** > Thank you for the thoughtful review, Peter. I'm glad to hear we're successfully helping you and your clients go from insight > implementation. We're advancing on the feature requests you mention — there's a lot of upcoming planning around these topics — so stay tuned! ### 28. Unveiling Customer Journeys with Collaborative Power **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Legal Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 23, 2024 **What do you like best about TheyDo?** As a Customer Experience leader, what excites me most about TheyDo is its ability to democratize customer journey mapping. TheyDo makes it easy for anyone in the organization to contribute and visualize customer journeys, fostering a collaborative understanding of the customer experience. This not only breaks down silos but also empowers teams to identify improvement opportunities and prioritize actions for a more customer-centric approach. **What do you dislike about TheyDo?** Managing extremely complex journey maps at scale **What problems is TheyDo solving and how is that benefiting you?** As Head of Customer Experience, TheyDo can be a game-changer. Scattered customer insights can make it difficult to see the bigger picture. TheyDo's "Journey Hierarchy" centralizes everything, allowing users zoom out for a holistic view of the customer experience and zoom in to address specific pain points. Collaboration is done easily. With live commenting, tagging, and easy contributor access, everyone's on the same page, eliminating the need for time-consuming workshops. TheyDo helps foster a customer-centric approach that directly translates to improved KPIs. ### 29. It's well designed and gives you great insight into the big picture **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2024 **What do you like best about TheyDo?** The way it creates nested journeys, that is, journeys inside journeys — and how one journey can exist in several other journeys — is clever and suits the needs of designers. It's a sophisticated platform made for designers and business owners with user-centric mindset. **What do you dislike about TheyDo?** The tiers are getting out of hand expensive. It costs nearly the same as Salesforce a year, which is honestly not on the same scale of enterprise software. It is also not collaborative, and this would be an amazing feature in the Miro / FigJam era. **What problems is TheyDo solving and how is that benefiting you?** Breaking silos in the organization. ### 30. I have thoroughly enjoyed TheyDo. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 04, 2024 **What do you like best about TheyDo?** TheyDo is very easy to learn and use. I also enjoy that they take user feedback and implement changes based on that. It's nice to have the use of AI and we can easily import from FigJam. **What do you dislike about TheyDo?** I have not yet experienced any issues with TheyDo! **What problems is TheyDo solving and how is that benefiting you?** TheyDo allows us to store our journey maps in one place, and they are following the same guidelines which makes it easy to understand when switching between different journey's. **Official Response from Sarlota Barankova:** > Thank you for sharing your positive experience! We're thrilled to know that our new features and improvements based on user feedback are making a positive impact for you. Thanks again for your support! ### 31. Great tool to do customer journey scans for clients **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consulting | Mid-Market (51-1000 emp.) **Reviewed Date:** June 03, 2024 **What do you like best about TheyDo?** Easy to connect data insights to pains, gains and create opportunities to also connect to Jira. **What do you dislike about TheyDo?** You have lots of options to customize your boards, but standard templates would be helpfull. And sometimes my work was not saved when entering a new ticket, but the tool is still in development so you do see that bugs are solved quite quickly. **What problems is TheyDo solving and how is that benefiting you?** Easy to map journeys and have everything in one overview with drag and drop options. ### 32. Great tool and great customer-centric organization **Rating:** 5.0/5.0 stars **Reviewed by:** Corinne W. | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2024 **What do you like best about TheyDo?** easy to use, stores your journey in one central location, gets people speaking the same language, links to goals, great group of people at TheyDo who live their word--they are very customer centric **What do you dislike about TheyDo?** hard for management to use, can't roll up operating companies into one overview, hard to copy templates, no dashboard, no undo button, no backups easily made, user management challenging **What problems is TheyDo solving and how is that benefiting you?** documenting our customer experiences, changing the mindset in our company from process to experience viewpoint, relevant reference point for all projects ### 33. Not only journey mapping but outstanding training and induction tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Research | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2023 **What do you like best about TheyDo?** As more time passes using journey maps for all the departments, all the units not only get a clear understanding of what they do, who their customers are and what they need to achieve in their departments, but also they get easier a strategic, overview perspective of customer value and business goals. **What do you dislike about TheyDo?** I will need more automated features in terms of data extraction or reporting. I would also love to see in the dashboard the same overview but per customer journey map. **What problems is TheyDo solving and how is that benefiting you?** Addressing journey gaps associated with external and internal incidents, and discover new opportunities to make meaningul interventions to customers and the teams serving these customers. Also, aligning teams with learning and developmen objectives that I connect them with journey maps and customer groups stories. **Official Response from Lauren Steinberg:** > Thank you for the thoughtful review, feedback and your perspective on leveraging TheyDo for training. Love to hear that it's helped your teams gain a clear understanding of their work as it relates to both customer and business goals. ### 34. Fantastic customer journey planner software, with the added bonus of a very generous free plan! **Rating:** 4.5/5.0 stars **Reviewed by:** Naz H. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2024 **What do you like best about TheyDo?** The fact that they offer a generous free plan to try out the features, which is something of a rarity in B2B software these days. **What do you dislike about TheyDo?** Nothing - so far it's all to like but it is early days. **What problems is TheyDo solving and how is that benefiting you?** The main problem this solves is to be able to gain a top-down insight into a customer's journey (via touchpoints, interactions and conversations) in each segment and create personas based on variables we use within the business. **Official Response from Lauren Steinberg:** > Hi Naz, thank you for the kind review! I'm glad to hear our free version is helping you gain better oversight of your customer's touchpoints and interactions. ### 35. Great tool for Service blueprinting & holistic journey view! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2024 **What do you like best about TheyDo?** The ability to connect various actions to insights and then consolidate them into an overall journey health assessment is incredibly valuable. This approach allows for a comprehensive understanding of each step's impact, facilitating more informed decision-making and strategy development. **What do you dislike about TheyDo?** The ability to connect various actions to insights and then consolidate them into an overall journey health assessment is incredibly valuable. Additionally, having the ability to view insights as a list enhances clarity and organization. Furthermore, integrating AI to directly connect similar insights across multiple journeys will streamline the analysis process, providing a more comprehensive and interconnected understanding of customer behaviors and trends. **What problems is TheyDo solving and how is that benefiting you?** Establishing journey hierarchy and connecting it with data. ### 36. My first project in Theydo **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Civil Engineering | Enterprise (> 1000 emp.) **Reviewed Date:** February 26, 2024 **What do you like best about TheyDo?** - persona's are easy to create - journeys are very easy to create - the different views and insights it gives me is really helpfull - collecting all my insights in a journey and in a separate list is really helpfull - the free version is quite extensive, perfect to get to know the product and value of journeymaopping **What do you dislike about TheyDo?** - depending on your reseach, the journeys and the underlying information quickly can become a lot to maintain - the pricing model beyond free is very expensive **What problems is TheyDo solving and how is that benefiting you?** Within a large government body, we are building a new application that supports a new way of working throughout the entire organisation. Theydo helps me to get a good overview of the main processes and journeys we are trying to support with our new tool. It helps me have better conversations with my product owner, development team and other stakeholders. **Official Response from Lauren Steinberg:** > Thank you for the thorough review, I'm glad to hear you're successfully building a comprehensive overview of personas, insights and journeys! Regarding your feedback, it'd be great if you could reach out so we can learn more about your use case and how we can support. Contact us: support@theydo.com ### 37. To get the overview of our product **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** May 21, 2024 **What do you like best about TheyDo?** It is super easy to get an overview of all initiatives we want to do, and to get a prioritization on what to focus on when planning for implementation. **What do you dislike about TheyDo?** I would really like to auto-sort the solutuions the same way as the opportunities by the score and get the 4-field overview, since it is the solutions we move to our development backlog. **What problems is TheyDo solving and how is that benefiting you?** Prioritization ### 38. Beautiful and unique EX tool **Rating:** 4.5/5.0 stars **Reviewed by:** Jan d. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2024 **What do you like best about TheyDo?** Visual overview with clear touchpoints which make sense the most when creating journeys. **What do you dislike about TheyDo?** Integrations for metrics are missing currently. **What problems is TheyDo solving and how is that benefiting you?** Getting customer journeys in a structured way. ### 39. Great journey management tool **Rating:** 3.5/5.0 stars **Reviewed by:** Suhaib A. | designer, Enterprise (> 1000 emp.) **Reviewed Date:** April 23, 2024 **What do you like best about TheyDo?** brings all journeys and related data in one place **What do you dislike about TheyDo?** lack of API to integrate with existing internal tools **What problems is TheyDo solving and how is that benefiting you?** Journey management across services, products and stakeholders and easy integration of these with analytics. ### 40. TheyDo Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Architecture & Planning | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2024 **What do you like best about TheyDo?** I like that it is easy to access all the work that other team members have done and that it's an experience that tailored to creating user journeys specifically. **What do you dislike about TheyDo?** Sometimes there are glitches when I update certain fields. Either it won't get updated or I can;t click into certain things. **What problems is TheyDo solving and how is that benefiting you?** It's a single place to access all our personas and journeys ### 41. Theydo, highly recommended **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2024 **What do you like best about TheyDo?** We have been using Theydo within our organization for over a year now and we are very satisfied. All customer trips are in one place and we can link different dates to the trips. Based on TheyDo, we have already implemented many improvements. **What do you dislike about TheyDo?** There are not many data integrations possible at the moment **What problems is TheyDo solving and how is that benefiting you?** it helps mapping customer journeys and identify touchpoints **Official Response from Sarlota Barankova:** > Thank you for your review! We're excited to hear that our platform has been a valuable tool for your organization. Regarding your feedback on data integrations, we're actively working on expanding our integration capabilities. We'd love to learn more about your specific use case and how we can improve your experience. Reach out to us at support@theydo.com. ### 42. TheyDo is a Customer Journey powerhouse **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** June 04, 2024 **What do you like best about TheyDo?** TheyDo is bringing a constant flow of customer journey management innovation towards the CX department of our company. The feautures that are included are endless. It's fairly easy to start using TheyDo and create your first journey. **What do you dislike about TheyDo?** The number of feautures makes TheyDo also complex to start with. You need to adapt your way of working and bring TheyDo to the centerstage in order to make it a success. **What problems is TheyDo solving and how is that benefiting you?** Journeys are all over the place. TheyDo helps to bring all journeys together. **Official Response from Sarlota Barankova:** > Thank you for sharing your experience and recognizing TheyDo as a Customer Journey powerhouse! If you need any help or guidance on adapting TheyDo to your workflow, please don't hesitate to reach out at support@theydo.com. ### 43. TheyDo is for Everyone **Rating:** 5.0/5.0 stars **Reviewed by:** Khayyam L. | Customer Journey Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 27, 2024 **What do you like best about TheyDo?** 1- Easy to Use 2- Number of Features 3- The ability to create different types of views by frameworks and boards **What do you dislike about TheyDo?** 1- integrations are not complete 2- Cannot download all types of views 3- Cannot mass update cards **What problems is TheyDo solving and how is that benefiting you?** TheyDo is helping us contextualize all journeys, insights, and opportunities in a single platform. **Official Response from Lauren Steinberg:** > Thank you for your detailed review, Khayyam! We've introduced a bunch of new bulk editing features — I'm leaving you a short clip below that shows how it works on cards within a journey. I hope that may resolve the mass updating issue you mentioned, please let us know if you have any questions or further feedback. https://youtu.be/QvXUo6Vu0HU?t=39 ### 44. Journey maps have never been easier. TheyDo is a HUGE time saver and value driver. **Rating:** 5.0/5.0 stars **Reviewed by:** Jared L. | Founder, President, Enterprise (> 1000 emp.) **Reviewed Date:** March 07, 2024 **What do you like best about TheyDo?** Makes journey mapping accessible to others around the organization, providing visibility to stakeholders, teams, and employees. It's ability to provide prioroitization recommendations from insights across multiple journeys. **What do you dislike about TheyDo?** Not much! Wish there was an insight gathering form capability to gather feedback from across the org, **What problems is TheyDo solving and how is that benefiting you?** Prioritization and visibilty. ### 45. BEst user-centric way to collaborate with your team **Rating:** 5.0/5.0 stars **Reviewed by:** Bernardo V. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2024 **What do you like best about TheyDo?** Puts end-users first: your work is shaped from their perspective, making it easier to build empathy, prioritise, etc **What do you dislike about TheyDo?** Getting your team to work on this framework requires a big change. **What problems is TheyDo solving and how is that benefiting you?** Mindseft shifting - towards users problems Accessibility of problems to solve in one place **Official Response from Lauren Steinberg:** > Thank you, Bernardo, for the kind review and for joining us in the shift towards journey-centricity! ### 46. Easy. Portable. Expeditious. **Rating:** 4.0/5.0 stars **Reviewed by:** Teri C. | Real Estate Investor, Enterprise (> 1000 emp.) **Reviewed Date:** June 05, 2024 **What do you like best about TheyDo?** Inventive and applicable to business operations/communication. **What do you dislike about TheyDo?** I have no complaints at this time. I'm quite pleased. **What problems is TheyDo solving and how is that benefiting you?** Gathering requirements & mind mapping with an output that aligns with KPI's & pleases executive sponsors. ### 47. Great way to get an overview of the customer experience! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 28, 2024 **What do you like best about TheyDo?** Helps me map the customer experiences across multichannels and in very complex scenarios. **What do you dislike about TheyDo?** There are still quite a few bugs and some unintuitive interactions, such as linked cards. If you change a card it is changed everywhere else if it is linked, I would expect that the card edits only in the place I edit it. **What problems is TheyDo solving and how is that benefiting you?** Making complicated Service Blueprints realized on one place and allowing to be a central document for the organization. ### 48. Great Toolfor UX **Rating:** 4.5/5.0 stars **Reviewed by:** Samuel F. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2024 **What do you like best about TheyDo?** Very userfriendly and easy to use. Great overview. **What do you dislike about TheyDo?** It would be great if you could set up the experience more individual and connectto Jira. **What problems is TheyDo solving and how is that benefiting you?** Its a great tool to create Journeys and templates. ### 49. Profound and easy collaboration tool for customer journey mapping **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Manufacturing | Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2024 **What do you like best about TheyDo?** Easy setup, intuitive interface, data integration **What do you dislike about TheyDo?** Mapping of personas just to parts of journeys instead of full journey **What problems is TheyDo solving and how is that benefiting you?** Transparency on customer needs and behavior and opportunities for improvements ### 50. TheyDo review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Farming | Small-Business (50 or fewer emp.) **Reviewed Date:** February 27, 2024 **What do you like best about TheyDo?** Very intuitive way of organizing information and customer service is very responsive to quesitons as well as regular capabilities updates **What do you dislike about TheyDo?** Processing/lag time, way too often it takes too long to load screens and information. Also, stretch-ability of insight books would be helpful **What problems is TheyDo solving and how is that benefiting you?** Mapping out overlaying granular processes within processes (nested journeys) and allowing us to use templates to customize regional initiatives **Official Response from Lauren Steinberg:** > Thank you for the detailed review, I'm glad TheyDo is helping you layer and nest journeys—we've been focused on making your journey content roll-up easy and intuitive. I'll pass your feedback regarding lag times and stretchability to our team. Lag time should have improved with recent updates so please reach out directly to support@theydo.com if you need 1-1 help with this! ## TheyDo Discussions - [What is TheyDo used for?](https://www.g2.com/discussions/what-is-theydo-used-for) - 1 comment - [View TheyDo pricing details and edition comparison](https://www.g2.com/products/theydo/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-13+20%3A59%3A52+-0500&secure%5Bsession_id%5D=47dc768d-db1f-4994-844d-c76cfa09f771&secure%5Btoken%5D=a8e5265374776888188eea7bddea35deb0f9737016c2142245ffec2df1fe4b34&format=llm_user) ## TheyDo Integrations - [Mixpanel](https://www.g2.com/products/mixpanel/reviews) ## TheyDo Features **Platform Basics** - Templates - Exporting - Multi-user Access and Collaboration - Multiple Personas - Data Analytics **Platform Data** - Journey Reporting - Trends Reporting - Dashboards - Advanced Data Filtering **Agentic AI - Customer Journey Mapping** - Autonomous Task Execution **Platform Additional Functionality** - Journey Mapping - Integrations **Agentic AI - Customer Journey Analytics** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance ## Top TheyDo Alternatives - [Miro](https://www.g2.com/products/miro/reviews) - 4.6/5.0 (12,806 reviews) - [Ortto](https://www.g2.com/products/ortto/reviews) - 4.4/5.0 (608 reviews) - [Contentsquare](https://www.g2.com/products/contentsquare/reviews) - 4.6/5.0 (613 reviews)