Personas & CX Journey Mapping CHALLENGE The client’s goal was to consolidate existing personas from across the organization, including sales and support channels, and develop a deeper understanding of the customer experience in order to produce a comprehensive customer journey map that would enable various departments to work within a unified customer-centric framework. APPROACH We designed a multi-methodology approach: Audit to Align Sales and Support Personas Analyzed and synthesized exisiting customer personas, reflective of both sales and support channels, to form a unified holistic view of key customer profiles. SachsPre-Interview Journey Map Assignment We then recruited particpants, across 6 audience segments, to complete a pre- interview journey map assignment to obtain a 360 degree

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