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

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A Customer Journey Map is a visual interpretation of individuals’ relationship with an organization, service,

product or brand over time and across channels.

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WELCOME TO UXPRESSIA

8 Stepsto perfect experience

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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.

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Start with Persona

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Default stages in UXPressia are:

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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.

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Defining the goals makes it easier to evaluate

your service quality on each stage.

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List Customer Goals for Each Stage

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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.

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Define Touchpoints and Channels

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Add background graphic to your channel

to highlight the differences.

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Channel is a medium of interaction with

customers – where touchpoints occur.

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Describe Process

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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 and on in

order to accomplish his or her task.

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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.

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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:

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Chart shows how your customer feels across the stages and touchpoints:

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Build an Experience Chart

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Again, you can use our hints to gather

improvement ideas:

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Generate Improvement Ideas

Time to think of ideas and possibilities to

improve your service, workflow and/or

customer experience and type them in.

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Add More Sections to your Map

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Add Photos, Files and even Videos

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Export to PNG/PDFPDF is printer-friendly, png is just the same as your map.

Share with your Team

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MAPS FOR INSPIRATION

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Maps for inspiration

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START YOUR JOURNEY