I use Miro, It Is a very collaborative tool where we can create flows, use stickies, leave comments, kanban tools, attach documents. Now, while being forced to work remotely giving the circumstances it has made easier our meetings and workshops. We don't even need to screen share. So cool.
We use Nuclino to document anything. It’s super user friendly and free to start. Specifically for journey mapping, we use Smaply. You can create different personas and pick various journey mapping templates.
Miro and Figma. These two tools are now the best way to create visual concepts on screen alone or with your team. Miro has templates to start creating customer journey maps or other schemes based on Design Thinking. However Figma is for prototyping, but if you or your team is already using it on their workflow, I should recommend to keep in track with it. It has many resources from the community you can reach out from its website. 😉
This is something we're working on right now at Capiche, and so far we've mostly sketched out our user journey on whiteboards and paper, then built them out in our product and Customer.io (for notifications).
Then to trace the results, we use Amplitude to look at our stats and its user paths to see the routes people took through the site. Another way to trace the results and see the actual user journey would be to use FullStory, Hotjar, or another heatmap plus funnel tool to see how people get around the site.
But super curious too hear the other ideas here because doing better on the planning and documenting stage would definitely help!
Since the bulk of my planning and organizing was done with index cards and post-it notes (and still is) I use an internal app (sorry) and Trello, to enumerate the stages and mark where customers are at. It allows reordering, additions, deletions, notes on characteristics, color coding, etc. Plus it has an API I can use to tie to a CRM or other analytics middleware. And since it has apps for different devices, I can use it almost anywhere, including the desktop which I can feed into a large TV for constant status.
While the tools can be wide-spread between different kanban structured products, or free drawing tools - what I found useful is using the framework. For me it's the Empathy Map + the Journey, mostly in Sketch! (old school)
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