Case Study: Jumbo achieves better journey alignment with TheyDo

Jumbo - Customer Case Study

Jumbo, the supermarket and grocery retailer, was struggling with fragmented data that made it hard for teams to see the big picture and align on what mattered most. It turned to TheyDo and its Journey Management platform to help connect customer insights across silos and improve how product teams work together.

With TheyDo, Jumbo adopted a journey-driven workflow that brought Product Owners, UX Designers, and customer journey specialists into shared journey reviews and regular “TheyDo days.” This improved opportunity alignment, sped up understanding of impacts across teams, and raised the quality of meetings and decisions; Jumbo now manages 30 main journeys with eight journey specialists, and measures journeys using effectiveness and ease of use metrics such as conversion rate, task completion time, CSAT, CES, and service call volume.

Jumbo

Jelmar van Voorst

Manager Customer Journey