When it comes to customer experience, the first interaction matters a lot. And it can happen way before the client even touches the product or service your offer. For example, when they see an online ad promoting your product. That’s something to keep in mind when running any business, no…

Experience. Whose experience business strives to improve more often? Their customers. But what about employees? No CX will be great with poor EX. It’s simple like that. …

People are the backbone of any organization, the driving force behind the customer experience. And only businesses that provide the best possible employee experience can be sure that nothing will strike from the rear while conquering new heights and trying to build long-term relationships with consumers. To understand how employees…

Have you ever wondered why customers choose one retail store over another? What makes them leave and never come back? Is it an unsuitable location, a bad name, high prices, or a small assortment? Is it a customer service assistant who wasn’t helpful enough or even rude? …

Mapping a journey of the B2B customer is a handful. There are so many variables to keep in mind that it becomes overwhelming. A customer journey in B2B is longer, more complex, and has some domain-specific touchpoints and stages that you should know before diving into mapping. At UXPressia, we…

Up until this moment, we’ve talked CJM through: what it is, why and when to use it, how not to mess it up, and so on and so forth. There’s one thing we saved for later though. And that is a detailed step-by-step guide on how to create a customer…

Behavior change can be applied to product and service design to shape day-to-day experiences. Roxana Barbu, Ph.D., a Senior Cognitive and Behavioral Experience Researcher at Macadamian, a healthcare technology consultancy, equally enjoys applying behavior change principles in her work to transform others’ experiences and at home too. …

In this article, we’ll go through the entire process of creating a Persona. Step-by-step, we’ll be adding new sections until we reach our final destination — a production-ready, insightful Persona. You’ll be able to use it as a reference for making Personas of your own in the future! You can…

A long time ago, when we were just launching UXPressia, we were pretty sure that having multiple personas on a single journey was overkill. We believed one customer journey should have one and only persona. After all, it’s called customer journey, not customers’ journey, right? Well, that was what we…