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.

1. CUSTOMER JOURNEY MAPPING
with UXPressia

2. If you…
want to have
a strategic view
of your service
care about
your customers
want to explore
innovative
interactions
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3. 3

4. 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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5. WELCOME TO UXPRESSIA
8 Steps
to perfect experience
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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.
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Start with Persona
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7. 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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8. 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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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
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10. 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.

11. 5
Describe Process
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START WITH CHOOSING PROCESS TYPE:

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.
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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.

13. 6
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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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14. Chart shows how your customer feels across the stages and touchpoints:
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Build an Experience Chart
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15. 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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16. Add More Sections to your Map
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17. Add Photos, Files and even Videos
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Export to PNG/PDF
PDF is printer-friendly, png is just the same as your map.

18. Share with your Team
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19. MAPS FOR INSPIRATION
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20. Maps for inspiration
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21. https://uxpressia.com
FOLLOW US ON TWITTER
https://twitter.com/uxpressia
START YOUR JOURNEY