Every digital transformation and customer experience program relies on a complete understanding of the customer journey. Without this, you’ll be hard-pressed to design trigger points, channels and a communications strategy that aligns closely with the needs of your customers.
This ‘journey’ is a succinct, visual representation of every touch point your customers have with your brand, from awareness to retention. We’ve compiled our favourite tools for mapping the customer journey so you can get your automation program off to a flying start.
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You’d struggle to find a marketing team who hasn’t used Miro at least since the move to remote work in 2020. What makes Miro so great for customer journey mapping is its ability to combine templates, colours, branding, imagery and easy-to-use drawing tools to map out your journey in comprehensive detail or simplified segments.
Combine this with the ability to invite users for video calls and you have the perfect tool to design and involve key stakeholders to workshop your way to improved customer experience.
If you love diving into the nitty gritty details of your customer data, then UXPRESSIA will be the perfect platform for you. With native plugins to Google Analytics, Mixpanel and Figma you’ll be able to draw from your customer databases, design elements and automation triggers to curate a comprehensive map of your customer’s journey.
Overlaying your customer data will make it that much easier to get it right when it comes to adjusting messaging or channels.
Microsoft Visio offers a wide range of customisable templates specifically designed to make your customer journey mapping presentation ready.
With clear swim lanes, an easy-to-use interface and ready-made templates, all you need to do is populate your brand’s colour palette and you can dive straight in.
If you’re already using Asana for its many project management benefits and streamlined team collaboration tools, then you’ll be pleased to know you can also use this tool for your customer journey mapping. Connect Story Map to your Asana account and can start organising user experience tasks and notes right away. If you’re starting your customer mapping from scratch this is a great way to collaborate with key stakeholders and create custom fields to identify trigger points and measurement opportunities throughout the journey.
Our number 5 pick for top customer journey mapping tools goes to Smaply. With the ability to bring your customer personas to life, it’s a fantastic tool to identify key messaging frameworks within the customer journey that might need altering depending on the persona on the receiving end. For the whiteboard lovers among us (we’ll put our hands up for that one), Smaply also features smart capture that uploads your whiteboard snaps and turns them into digital versions of your maps and notes. How good is that! Now you have our top five platform recommendations and the unique tools that each provider can bring to the customer mapping table, why not have some fun by test driving all of them.
Then confidently choose the platform that best fits your business before buckling up and enjoying the journey into even greater insights.
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