Experience Journey Map

Thinking about the overall path that your customer follows during their interactions with your brand and defining what that customer journey looks like can be an important start of improving your overall customer experience. Press’nXPress Experience Journey Map tool is an easy-to-use tool to map the touchpoints where you collect feedback across customer experience journeys for different personas and objectives. The insights will help you understand your organization’s current state and visualize customer pain points, needs and expectations. It is a collaborate tool for all your organization

[Note] Admin can create or edit experience journey map. Check [Manage Experience Journey Map guide] (/docs/how-to-guides/experience-journey-map-config "Manage Experience Journey Map Insights").
[Note] All users can access the journey maps reports and add notes.

Experience Journey Map Insights

1. From Menu select Experience Journey Map
2. Click Report eye icon under Actions button to see the journey map report.
3. For the selected Date range (default 3 months and can be adjusted in Filter):
   1. Emotion State visualizes and maps the satisfaction score across journey at each keypoint.
   2. The Score (and target Score) for each keypoint is shown.
   3. If there are any comments for the keypoint, the sentiment score is shown.
   4. Highlight show the Why, Cluster and Topic that had the highest volume.
4. Note section enables you and your team to capture identified challenges, ideas, or actions for each phase.

Add Note

1. Click Add Note.
2. Select the type: Action, Challenge or Idea.
3. Add the text in Note box.
4. Click Submit

Update Note Status

1. Click on a note.
2. Update the status.
3. Click Submit