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Process and channels section

Learn how the process and channels section works in the CJM tool

Tanya from UXPressia avatar
Written by Tanya from UXPressia
Updated this week

Initially, we created the Process and channels section to help you visualize a persona’s path through different channels at every stage of their journey, together with the interaction processes captured as simple diagrams.

process and channels section

There are four process types to choose from:

process types

As for the channels’ part, things get more complicated. After clicking on a channel icon, you see a popup menu with three options — Channels, Maps/Personas, and Touchpoints — which means you can use any of them as an icon in this journey map section.

how the process and channels section works

Adding channels

In this section, you can use either UXPressia’s default or custom channels from your Team Library.

adding channels to a customer journey map

Read more about the Channels Library here.

Using custom icons

To start using custom icons in your maps, select the Custom Channels option.

custom channels chosen

Then upload custom icons you want to use, either one by one or in a *zip archive.

Note: Use the SVG format to ensure the highest quality.

custom channel icons

Once you save custom icons, they will appear on the icon selection popup.

Note: You can use only one icon set a time: the default or a custom one.

Adding map/personas

You might want to link a map/persona to the map you are working on. This can come in handy when you, for instance, have a persona representing a particular channel. Say, you don’t want to use a generic face-to-face channel icon but want to have a certain manager or persona who handles client communication in your company instead.

linking a map to another journey map

When added to the section, a map/persona icon is clickable. You will be forwarded to the CJM or Persona editor when clicking on such an icon.

Adding touchpoints

Although there is a separate touchpoints section, you might want to marry them with processes’ diagrams to explain visually how interactions through touchpoints occur.

adding touchpoints to the process and channels section

Touchpoint icons are clickable; after hitting them, you’ll see a popup with touchpoint details.

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