perfect for customer journey mapping
September 15, 2022

perfect for customer journey mapping

Maurizio Tessarotto | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with TheyDo

We did not have any customer journey mapping. No strategy for how to do
that, no real maps to start with, and a dispersed team. So we really
needed a strategy and a common way of mapping the customer journeys,
moreover we needed to write down some internal processes of our company.


  • Customer journey mapping
  • Create a list of pain points
  • Define a strategy and prioritizing what's important


  • Maps are difficult to navigate when they reach more than 10 steps - but I think it is normal. Maybe suggesting to break down maps when they are too big is good advice that the app might give at a certain point.
  • When choosing the images for the actors, sometimes the app freezes.
  • Customer journey mapping
  • List of pain points
  • How to prioritize pain points
  • An integrated an holistic view of maps and the UX strategy
  • Improved the overall knowledge of our product to the whole employees and customer service.
  • Gained more speed in making strategic decisions (e.g. what to improve next).
As TheyDo is focused on customer journey mapping only, their user interface works very well. You can easily create a team and manage multiple user roles and teams. As for the learning curve, it is also not that difficult to learn how to use the tool, and this boosted genuine adoption rather than forcing people to use a tool in a usual top-down approach.

Do you think TheyDo delivers good value for the price?


Are you happy with TheyDo's feature set?


Did TheyDo live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of TheyDo go as expected?

I wasn't involved with the implementation phase

Would you buy TheyDo again?


If you have a digital product with a digital customer experience that needs to be analysed, described, and potentially monitored and improved. This tool gives you a ready methodology that works. Less suited if you need to map internal processes in a sort of Business Process Management Notation, but still is a good alternative to that.

TheyDo Feature Ratings

Multi-channel customer feedback collection
Not Rated
Product usage analytics
Not Rated
Customer experience dashboard
Not Rated
Customer journey mapping
Churn risk scoring
Not Rated
AI-powered recommendations
Not Rated
Website A/B testing
Not Rated


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