Equifax: User Journey Maps

During my time at Equifax Workforce Solutions, one of the key wins I had was successfully implementing a persona-driven UX culture. Part of that success involved identifying the need to document our customers’ journeys when using our B2B HR solutions.

The journeys below are a couple examples of the journey work we conducted in partnership with vertical marketing leaders and product managers across the business. Key to creating these journeys were the workshops required to extract this knowledge from our subject matter experts and support agents. This information helped us paint a prototypical picture of our customer’s pain points so that we could design features that helped them do their jobs.