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CUSTOMER JOURNEY MAPPING
with UXPressia
If you…
want to have
a strategic view
of your service
care about
your customers
want to explore
innovative
interactions
2
3
A Customer Journey Map
is a visual interpretation of individuals’ relationship with an organization, service,
product or b...
WELCOME TO UXPRESSIA
8 Steps
to perfect experience
5
Persona is an archetype representing either
your customers or users.
Focus on needs and goals of a specific part
of your a...
Default stages in UXPressia are:
2
Split the Journey into Stages
You can customize behavioral stages
as you wish:
To remov...
Defining the goals makes it easier to evaluate
your service quality on each stage.
3
List Customer Goals for Each Stage
8
Touchpoint is a point of interaction
between your company and customer
involving a specific human need in a
specific time ...
Add background graphic to your channel
to highlight the differences.
10
Channel is a medium of interaction with
customers ...
5
Describe Process
11
START WITH CHOOSING PROCESS TYPE:
A non-linear ongoing process is a process
where your user or customer continues to
perform a specific set of actions on an...
6
12
Reveal Problems and Barriers
To define problems you should analyze
workflow errors across the touchpoints.
In most ca...
Chart shows how your customer feels across the stages and touchpoints:
7
Build an Experience Chart
14
Again, you can use our hints to gather
improvement ideas:
8
Generate Improvement Ideas
Time to think of ideas and possibil...
Add More Sections to your Map
16
Add Photos, Files and even Videos
17
Export to PNG/PDF
PDF is printer-friendly, png is just the same as your map.
Share with your Team
18
MAPS FOR INSPIRATION
19
Maps for inspiration
20
https://uxpressia.com
FOLLOW US ON TWITTER
https://twitter.com/uxpressia
START YOUR JOURNEY
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Customer journey mapping with UXPressia

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8 steps to perfect experience when you are applying customer journey mapping with UXPressia: starting from Personas and ending up with generating improvement ideas for your map. Once you are ready with you journey map, share it with your team and colleagues.

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Customer journey mapping with UXPressia

  1. 1. CUSTOMER JOURNEY MAPPING with UXPressia
  2. 2. If you… want to have a strategic view of your service care about your customers want to explore innovative interactions 2
  3. 3. 3
  4. 4. A Customer Journey Map is a visual interpretation of individuals’ relationship with an organization, service, product or brand over time and across channels. 4
  5. 5. WELCOME TO UXPRESSIA 8 Steps to perfect experience 5
  6. 6. Persona is an archetype representing either your customers or users. Focus on needs and goals of a specific part of your audience to get the best results. 1 Start with Persona 6
  7. 7. Default stages in UXPressia are: 2 Split the Journey into Stages You can customize behavioral stages as you wish: To remove a stage, click the cross icon in the right part of a header. 7
  8. 8. Defining the goals makes it easier to evaluate your service quality on each stage. 3 List Customer Goals for Each Stage 8
  9. 9. Touchpoint is a point of interaction between your company and customer involving a specific human need in a specific time and place. Each touchpoint is an opportunity to strengthen relationships with your customer. 4 Define Touchpoints and Channels 9
  10. 10. Add background graphic to your channel to highlight the differences. 10 Channel is a medium of interaction with customers – where touchpoints occur.
  11. 11. 5 Describe Process 11 START WITH CHOOSING PROCESS TYPE:
  12. 12. A non-linear ongoing process is a process where your user or customer continues to perform a specific set of actions on and on in order to accomplish his or her task. 12 A non-linear time-based process is a process where your user or customer is expected to be able to choose different options during performing his task depending on time and feedback from his interactions with your company. Linear process is a process where your user or customer simply goes through pre- designed procedure and is not expected to perform any side tasks or change behavior.
  13. 13. 6 12 Reveal Problems and Barriers To define problems you should analyze workflow errors across the touchpoints. In most cases if this is the first time the journey is mapped, all pain points, problems and barriers are visible and easy to find. If you are stuck use our hints: 13
  14. 14. Chart shows how your customer feels across the stages and touchpoints: 7 Build an Experience Chart 14
  15. 15. Again, you can use our hints to gather improvement ideas: 8 Generate Improvement Ideas Time to think of ideas and possibilities to improve your service, workflow and/or customer experience and type them in. 15
  16. 16. Add More Sections to your Map 16
  17. 17. Add Photos, Files and even Videos 17 Export to PNG/PDF PDF is printer-friendly, png is just the same as your map.
  18. 18. Share with your Team 18
  19. 19. MAPS FOR INSPIRATION 19
  20. 20. Maps for inspiration 20
  21. 21. https://uxpressia.com FOLLOW US ON TWITTER https://twitter.com/uxpressia START YOUR JOURNEY

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