Case Study: StepChange Debt Charity achieves streamlined journey mapping and internal process transformation with UXPressia

How StepChange Uses UXPressia to Transform the Ways of Working

StepChange Debt Charity, the UK’s leading debt charity that helps roughly 650,000 people a year, needed to transform long-established processes and adopt more user-centric ways of working to scale its services. The UX team’s challenge was to standardize and simplify persona-based customer journey mapping so documents were consistent, repeatable, and easy for colleagues to recognize and use—so in 2019 they started using UXPressia’s customer journey mapping software.

UXPressia delivered a web-based, branded workspace for building maps and personas that the UX team now uses as a central hub for collaboration, presentation, export, and printing. The tool brought consistent formatting, faster document creation, and reduced rework (team members report they “don’t waste loads of time any more”), improved cross-team alignment, and let the UX team focus on content—helping StepChange work toward its ambition to reach many more clients.

StepChange Debt Charity

Tamzin Wardt

UX Designer