SaaS support journey map template + persona profile

Have you ever come across a situation when after working for hours on the report you suddenly see a blue screen with an error? That's what happened to Lucy, an HR persona whose journey we follow in our free SaaS support journey map template.

The quality of work of the support center is one of the key factors that has a huge impact on the general impression of the CX of any service, and SaaS is not an exception. In our template we walk through all the steps that Lucy makes on her journey while solving the issue with the disappeared report and requesting a new feature.

In Lucy's story section we described what actions she took to achieve the desired. In the user goals sections you can view what exactly she wanted to achieve with her actions at each stage (and conclude whether she managed to do it). The storyboard section perfectly visualizes Lucy's actions with the help of illustrations(for those, who have no time or wish to dive into the text), while the channels section allows you to see through which sources Lucy interacted with the SaaS support. There are also problems, ideas/opportunities, best practices sections that provide a more detailed description of Lucy's thoughts. In the experience section there is an emotional graph via which you can follow Lucy's impressions at each stage of her journey.

Check out our journey map template for support in SaaS.

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The map was made at UXPressia.

Feel free to explore our library of free templates and use them for mapping your own business in various spheres:

→ Banking, Financing & Insurance

→ Education & Career

→ Health & Well-Being

→ Transport

→ Real Estate

And many others.