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.
You can display the emotional journey of multiple personas in the same section:
Note: You can add up to 5 personas to the experience section.
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.
If you have none or one persona on the map, the settings will look like that:
Let’s take a quick look at each of the settings.
- "Emotion 1" and "Emotion 2". You can have one or two experience graphs for one persona. You can use two graphs to, for instance, compare as-is and to-be emotional journeys of the persona.
- 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.
- In the “Show emoticons as” section, you can switch between smiley faces and plain circles.
- Customize the color of your emoticons in the “Use custom color” section.
- 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.
As for maps with multiple personas in the experience section, you can manage each experience line's color settings separately.
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 primary emotions.
But that's not all. Click on the “See all” button to view the emotion wheel. The wheel features 8 basic emotions that serve as the foundation for all others: joy, trust, fear, surprise, sadness, disgust, anger, 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.
By clicking on any of these basic emotions, you open another popup that illustrates its combinations with the other 6 basic emotions, with the opposite one being not included.
In addition to that, mixing basic emotions with similar ones produces new emotions, for example (e.g., love = joy+ trust), and these emotions are located in between.
You can click on emotions to see their descriptions:
Hope these are enough for you to describe all of the emotions that your customer feel during their journey!