StepChange Debt Charity is the UK's leading debt charity driven by a simple vision: no one should have to pay for debt advice.
It provides free debt advice and debt management help to people from England, Wales, Scotland, and Northern Ireland over the phone and online.
To date, StepChange has helped over 5 million people get back on track. And the charity is not going to stop — it aims to double the number of people it serves in the next few years, pursuing the ultimate goal of creating a society free from problem debt.
But following long-established working practices would make reaching these goals difficult. The only way to be able to start serving more clients was transforming the ways of working, along with the systems and processes that support them.
The charity’s UX team was actively involved in the process from the very beginning. They used customer journey mapping to help internal teams to get on the same page about the real needs of their customers and change their focus from inside-out to outside-in.
Explaining the value of maps and personas turned out to be the easy part of the endeavor. The major challenge was achieving consistency in formatting to ensure that everyone would easily recognize the document type. Another goal was to simplify and streamline the document creation process.
One day back in 2019, the UX team discovered UXPressia, and they have been using the tool ever since.
“I love the ease of use, the speed, and the fact it’s web-based. And that it saves everything I do automatically without even asking,” says Tamzin Ward, UX Designer at the charity.
UXPressia has become the hub for all the customer journey mapping projects within StepChange’s UX team. Creating maps and personas in the tool, they are sure that all the documents look alike, have the same structure, and are branded the same.
“It’s great to have everything in one place. We all are assigned to different projects, and I like that I can open the workspace and see all the maps and personas that we created, duplicate them, and add new versions of the same document.”
Leveraging the tool, the team can focus on what’s critically important — the content. The transformation process is still underway in the charity, and the UX team is there to assist internal teams in putting user-centricity upfront.
“We keep on raising awareness about the methodology and related processes among colleagues who don't have customer journey mapping on their radar yet. Working like this is really helping us put users at the heart of everything we do.”