Question

What tool do you use to map customer journeys for internal documentation?

Google Docs? Lucid Chart? How do you keep track of different flows your customers are going through.

Mentioned
#Figma #Miro #Trello #Google Workspace #Lucidchart #Nuclino #Design #Notes
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soylamaf's avatar
2 years ago

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.

5 points
elmargasimov's avatar
2 years ago

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.

4 points
maguay's avatar
@maguay (replying to @elmargasimov )
2 years ago

Smaply looks great, thanks for sharing!

1 point
flabernardez's avatar
2 years ago

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. 😉

4 points
maguay's avatar
@maguay (replying to @flabernardez )
2 years ago

What are some of your favorite Figma community resources?

1 point
maguay's avatar
2 years ago

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!

3 points
Huperniketes's avatar
2 years ago

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.

3 points
maguay's avatar
@maguay (replying to @Huperniketes )
2 years ago

That's super cool you built an internal tool for tracking the user journey! Curious, do you keep snapshots of older user journeys around to go back and check over time?

1 point
andupotorac's avatar
2 years ago

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)

https://medium.com/@harrybr/how-to-run-an-empathy-user-journey-mapping-workshop-813f3737067

1 point
christine__zhu's avatar
@christine__zhu (replying to @andupotorac )
2 years ago

Same - use Sketch for making user flows.
I’m not a pro Sketch user but this template makes it super easy (and polished) https://uxflow.co/

3 points
maguay's avatar
@maguay (replying to @andupotorac )
2 years ago

Wild to see Sketch being called old school; seems it was the cool new kid until Figma took that crown so quickly.

The empathy + user journey maps are really well laid out; thanks for sharing!

1 point
andupotorac's avatar
@andupotorac (replying to @maguay )
2 years ago

Oh, that's not the reason. I'm actually not using Figma at all. What I meant is I don't use specialized User Journey tools.

2 points
maguay's avatar
@maguay (replying to @andupotorac )
2 years ago

Gottcha!

1 point
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