Case Study: UrSpectr (legal tech company) achieves company-wide CX transformation with UXPressia

How journey mapping led UrSpectr toward CX transformation

UrSpectr, a Minsk‑based legal tech company providing directories and legal/financial analytics to 18,000 customers, faced a strategic challenge: in a small, competitive market they needed to shift from sporadic, product‑led decisions to a repeatable, customer‑centric approach. To drive that CX transformation UrSpectr partnered with the UXPressia CX team and adopted UXPressia’s customer journey mapping (CJM) and persona tools to build the skills and toolkit they previously lacked.

UXPressia ran hands‑on workshops and supported iterative adoption of their CJM tool, helping UrSpectr form cross‑functional teams, create ~40 templates and a tailored CX framework, and train an in‑house CX expert team of eight. The program engaged about 60 people, identified ~30 processes for improvement and generated 80+ ideas per iteration; training time fell from 40+ hours to about 8 focused hours, and UrSpectr gained the ability to run CJM projects independently — all enabled by UXPressia’s tools and consultants.

UrSpectr

Tatiana Skorik

Chief of Customer Experience