Eleanor’s Refinance Journey

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Eleanor’s Journey

The journey shows Eleanor, midway through a long stretch of mortgage payments, suddenly receiving an inheritance windfall which sets up her on a journey of researching and refinancing with a new mortgage company.

Along with the “Do, Think, Feel” characteristics of a customer journey and the front stage, back stage elements of a service blueprint you’ll notice tagged pain points along Eleanor’s path that were derived from UX360’s qualitative analysis of in-depth customer interviews. Juxtaposed with these insights are targeted survey responses automatically charted in UX360 from a larger set of new refinance customers.

Tagged pain points derived from qualitative analysis coexist with charted responses to targeted questions provide an integrated view of the research findings seamlessly built on the UX360 journey modeling canvas.

Both qualitative and quantitative research studies were imported into UX360, analyzed independently and synthesized on UX360’s journey modeling canvas to create an integrated and research validated current state journey.

Click here to see a larger view

Eleanor’s Journey

The journey shows Eleanor, midway through a slow and frustrating period of mortgage payments, suddenly receiving an inheritance windfall which sets up her on a journey of researching and refinancing with a new mortgage company.

Along with the “Do, Think, Feel” characteristics of a customer journey and the front stage, back stage elements of a service blueprint you’ll notice tagged pain points along Eleanor’s path that were derived from UX360’s qualitative analysis of in-depth customer interviews. Juxtaposed with these insights are targeted survey responses automatically charted in UX360 from a larger set of new refinance customers.

Tagged pain points derived from qualitative analysis coexist with charted responses to targeted questions provide an integrated view of the research findings seamlessly built on the UX360 journey modeling canvas.

Both qualitative and quantitative research studies were imported into UX360, analyzed independently and synthesized on UX360’s journey modeling canvas to create an integrated and research validated current state journey.

UX360 - Enterprise Journey Mapping Platform

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UX360 - Enterprise Journey Mapping Platform
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2017-08-17T15:12:43+00:00