Customer Journey Mapping Tools
Posted: Sun Dec 22, 2024 6:34 am
There are various services for creating CJM on the Internet. Let's look at the most popular tools:
Lucidchart
This software product features an intuitive user interface for creating diagrams. Adding blocks, arrows, and other elements is done with one click. It provides the ability to work in a team, add comments, and integrate with other services, including Google Workspace or Microsoft Office.
Miro
The service contains all the basic functions for creating a customer journey map. In addition, there are ready-made CJM templates. Integration with various applications is supported. With the help of philippinen vorwahl whatsapp the program, the team can visualize the stages of interaction with the client in real time.
Miro
Source: shutterstock.com
Each participant has the opportunity to leave comments and export the results in the required format. Although the service is in English, it can also be used by specialists from our country.
Smaply
Includes functionality for developing CJM and other related schemes. The program provides ready-made templates that can be quickly adapted to the specifics of the business and configured in accordance with the brand book. Integration with various applications is also supported, for example, for information analysis.
Online service visual-paradigm
A convenient platform for teams involved in business process visualization. This is a professional tool with a full set of functions for creating customer journey maps. Registration in the service is not required. Guest mode is available for working with a ready-made template that can be edited and filled with data.
UXPressia
The program was created specifically for CJM development. It offers a wide range of ready-made components, including customer templates and interaction points with them. The application features an intuitive user interface, which simplifies the process of compiling CJM.
The main criteria for choosing a platform for creating customer journey maps depend on the available budget and business specifics. The programs presented above have trial versions. Thus, you can test several products and choose the most suitable for the tasks of a specific company.
Read also!
"Company Marketing Plan: Short and Detailed Versions"
Read more
Mistakes in Customer Journey Mapping
It is important that the CJM is as clear as possible to the development team. The customer journey map should be treated as a working tool, so a formal approach is unacceptable here.
Too much or too little detail
Inattention to detail prevents you from finding solutions that could positively impact the customer experience. The benefit of a detailed CJM is the ability to identify more bottlenecks in the customer’s path to purchase.
Too much or too little detail
Source: shutterstock.com
At the same time, excessively deep development of the client card at the early stages of work on it takes much more time, money and other resources.
Working out exclusively standard scenarios
Working through only flawless customer journey scenarios, where everything looks perfect (came, saw, bought), is a serious mistake. It is necessary to consider scenarios where something does not go according to plan.
Let's say the buyer damaged the product, the managers were not attentive enough to him, or he wanted to return the already paid product. To get realistic information, it is worth analyzing consumer complaints.
The customer journey map is built on the basis of only one information source
In this case, the source material may be an expert opinion or survey results. When analyzing the consumer experience only from a business perspective, the true needs of the client are often missed. As a result, improvements may not concern those aspects that are really important to users.
Information obtained from in-depth interviews is not enough to compile a working CJM. Such data should be supplemented by the results of:
expert testing;
competitor analysis;
research into existing feedback;
quantitative research.
Lack of specificity in conclusions and recommendations
The identified problems require specific solutions. Recommendations for improving customer experience should not be general. Specific actions aimed at eliminating the identified obstacles should be presented.
In cases where there is no clear solution, you should record the problem you have discovered and think about what steps can help resolve it.
Lucidchart
This software product features an intuitive user interface for creating diagrams. Adding blocks, arrows, and other elements is done with one click. It provides the ability to work in a team, add comments, and integrate with other services, including Google Workspace or Microsoft Office.
Miro
The service contains all the basic functions for creating a customer journey map. In addition, there are ready-made CJM templates. Integration with various applications is supported. With the help of philippinen vorwahl whatsapp the program, the team can visualize the stages of interaction with the client in real time.
Miro
Source: shutterstock.com
Each participant has the opportunity to leave comments and export the results in the required format. Although the service is in English, it can also be used by specialists from our country.
Smaply
Includes functionality for developing CJM and other related schemes. The program provides ready-made templates that can be quickly adapted to the specifics of the business and configured in accordance with the brand book. Integration with various applications is also supported, for example, for information analysis.
Online service visual-paradigm
A convenient platform for teams involved in business process visualization. This is a professional tool with a full set of functions for creating customer journey maps. Registration in the service is not required. Guest mode is available for working with a ready-made template that can be edited and filled with data.
UXPressia
The program was created specifically for CJM development. It offers a wide range of ready-made components, including customer templates and interaction points with them. The application features an intuitive user interface, which simplifies the process of compiling CJM.
The main criteria for choosing a platform for creating customer journey maps depend on the available budget and business specifics. The programs presented above have trial versions. Thus, you can test several products and choose the most suitable for the tasks of a specific company.
Read also!
"Company Marketing Plan: Short and Detailed Versions"
Read more
Mistakes in Customer Journey Mapping
It is important that the CJM is as clear as possible to the development team. The customer journey map should be treated as a working tool, so a formal approach is unacceptable here.
Too much or too little detail
Inattention to detail prevents you from finding solutions that could positively impact the customer experience. The benefit of a detailed CJM is the ability to identify more bottlenecks in the customer’s path to purchase.
Too much or too little detail
Source: shutterstock.com
At the same time, excessively deep development of the client card at the early stages of work on it takes much more time, money and other resources.
Working out exclusively standard scenarios
Working through only flawless customer journey scenarios, where everything looks perfect (came, saw, bought), is a serious mistake. It is necessary to consider scenarios where something does not go according to plan.
Let's say the buyer damaged the product, the managers were not attentive enough to him, or he wanted to return the already paid product. To get realistic information, it is worth analyzing consumer complaints.
The customer journey map is built on the basis of only one information source
In this case, the source material may be an expert opinion or survey results. When analyzing the consumer experience only from a business perspective, the true needs of the client are often missed. As a result, improvements may not concern those aspects that are really important to users.
Information obtained from in-depth interviews is not enough to compile a working CJM. Such data should be supplemented by the results of:
expert testing;
competitor analysis;
research into existing feedback;
quantitative research.
Lack of specificity in conclusions and recommendations
The identified problems require specific solutions. Recommendations for improving customer experience should not be general. Specific actions aimed at eliminating the identified obstacles should be presented.
In cases where there is no clear solution, you should record the problem you have discovered and think about what steps can help resolve it.