Customer Experience and Service Design Blog

How & Why to Spice Up Your Journey Maps with Visuals

Anastasia Schebrova

Anastasia Schebrova

ased

No one initiates journey mapping for the sake of journey mapping. There is a long list of reasons why companies do this activity. Improving customer satisfaction scores, building customer loyalty, supporting new corporate initiatives, or building a new product – those are on the list. But can’t just a simple Excel spreadsheet do the job? […]

Use Support Logs to Fuel Customer Journey Maps

Anastasia Schebrova

Anastasia Schebrova

support-logs-customer-journey-mapping

Customer support logs are an endless source of data for building insightful customer journey maps. However, we’ve discovered that it’s not as popular as it could be. Based on the research we’ve conducted at UXPressia, only around 30% of people actually use support requests from customers as a source of data for their CJMs. In this article, we’ll see how to use support data to fuel your journey maps.

Introducing UXPressia 4.0: Emotion wheel

Yuri Vedenin

Yuri Vedenin

new-uxpressia-emotion-wheel

As you may know, the experience section has always been a part of our CJM Online tool. Fun fact: this section is the most popular among UXPressia users – 98% percents of all maps created in UXPressia have this section in them. This section comes in handy every time you want to capture emotional state of […]

Introducing UXPressia 4.0: Workspaces

Yuri Vedenin

Yuri Vedenin

new-uxpressia-multiple-workspaces

Workspaces are another part of the new release and at its core, it’s a User Management panel on steroids. Workspaces enable you to have multiple independent teams within your company working on different disjoint projects. They make sharing process seamless and help you manage billing in a more convenient way. Plus, workspaces make it possible to assign different roles to team […]

Introducing UXPressia 4.0: Sharing & Direct Access

Yuri Vedenin

Yuri Vedenin

new-uxpressia-direct-access

Customer journey mapping is a dish best eaten when shared with as many teammates as possible. This is the reason we’re focusing on sharing and collaboration so much. In the past, when you wanted to share a project with someone, you would either invite them via email or send them a shareable link. Well, if […]

Introducing UXPressia 4.0: Collaboration & Undo/Redo

Yuri Vedenin

Yuri Vedenin

new-uxpressia-collaboration-undo

The best journey maps are built collaboratively. And it’s not just UX designers that should be involved in the process of journey mapping – you should invite people from across all departments. And we’ve been working for the past year rewriting UXPressia virtually from scratch so you can collaborate with your team in real time. […]

Introducing UXPressia 4.0: Overview

Yuri Vedenin

Yuri Vedenin

new-uxpressia-features-overview

As we’re getting closer and closer to the huge release, we think it’s fair to give you some sneak peeks into what to expect from UXPressia this May. And what’s most important, we want to show you how to use the new features. And we will start off with a general overview. Main Features Let’s see […]

Employee Experience Journey Map: Example + Template

Yuri Vedenin

Yuri Vedenin

employee-journey-map

Today, we are all obsessed with experience of the customer. However, few seem to care about employee experience. This makes no sense whatsoever. It is common to think that customers are the drivers of business. And while this is true, imagine what would happen if all employees from your company decided to take a couple […]