Having an experience section on your journey map is useful for a number of reasons:

  • it helps you see how the customer is doing overall at each stage of the journey;
  • it highlights the most important moments and helping viewers to focus on the most important details when looking at a large map;
  • it can be a nice touch to the overall visual punch of your presentation.

UXPressia features the experience section by default. However, if you want to add another one to your journey map, click on the “Add section” button at the bottom of the page and then select “Experience” from the list. 

Customize the section

To customize the section, hit the gear wheel right next to the section's name and you will see the “Settings” popup appear on the screen. 

Let’s take a quick look at each of the settings.

  1. The “Experience lines” graph allows you to customize the number of lines that will be displayed in the experience section of your CJM. You can choose anything from 1 to 10 lines. 
  2. In the “Show emoticons as” section, you can switch between smiley faces and plain circles.
  3. Customize the color of your emoticons in the “Use custom color” section.
  4. Include or exclude the names of the displayed emotions in the last section of the window. By the way, you can come up with your own names for emotions and type them instead of the default ones. 

Show persona's feelings

To show what your persona feels at each stage of the journey, drag the emoticon up and down across the lines by clicking and holding the dotted button to the left of the emoji. 

To switch the emoticon, click on it and choose the one you need from the list of 24 emotions.

But that's not all. Click on the “See all” button to view the emotion wheel. The wheel features 8 primary emotions that serve as the foundation for all others: joy, sadness, acceptance, disgust, fear, anger, surprise and anticipation. The intensity of emotions decreases as you move from the center of the circle. So varying emotions from very strong to not so much produces a diverse amount of emotions.

In addition to that, mixing primary emotions with similar ones produces new emotions, for example: love = (joy+ trust), guilt = (joy + fear), delight = (joy + surprise), etc - these emotions are located in between.

Hope these are enough for you to describe all of the emotions that your customer feel during their journey!

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