10 Best Customer Journey Mapping Tools In 2022

Lucidchart is a cloud-based diagramming tool that is compatible with Windows, Mac, and Linux and boasts both iOS and Android apps. They offer real-time co-authoring, in-editor chat, shape-specific comments, and collaborative cursors. Lucidchart offers templates for user flow, customer journey, and product use mockup planning. You can use sticky notes, shapes, lines, graphics, and text to build out your ideal customer journey flow. They have excellent collaboration features, where you can work together and see updates as they happen in real-time. Thanks to ample integrations, Lucidchart can be an excellent piece of your customer success strategy, as it connects natively with tools you are probably already using. Lucidchart integrates with Google products, Microsoft products, Atlassian products, Salesforce, Slack, AWS, Azure, GCP, BambooHR, Quip, LeanIX, Asana, AuditBoard, Vidstep, Zoho Connect, Loom, and more. You can connect to 1000+ more options with a paid Zapier plan. Lucidchart is free to use. Paid plans start at $7.95/month for 1 user.

InDesign is an Adobe product, which means for a bit of a steep learning curve you can unlock unlimited flexibility. You can build, convert, edit, and collaborate on complex visual design projects. This includes customer journey maps but you can also use it for logo design, social media graphics, media kits, and more. InDesign is a great “do anything” visual planning program. However, if you are only looking for journey mapping, it’s likely too overbearing for your needs. As an all-in-one digital design solution for your business, though, InDesign can’t be beaten. InDesign is great for designing the entire customer journey because it can truly build anything visual and digital that you need. Through their APIs and SDKs, you can integrate InDesign with almost anything. Native integrations include Pics.io, Slashdot, Canto, Brandfolder, and others. InDesign costs from $20.99/month and comes with a 7-day free trial.

Smaply is a free-to-use customer journey mapping tool used by companies like Dyson, Bayer, Toyota, Ford, Verison, Whirlpool, and Amtrack. Smaply helps you build journey maps, customer personas, and stakeholder maps. Key features of Smaply include lanes (dramatic arc, activity lane, separator lane, journey map info); an icon and image library; and duplicate projects, personas, stakeholder maps, and journey maps. They allow users to export projects to PDF, table (xlsx), or HTML sharing. Smaply is great for quickly visualizing each customer touchpoint with their various arc and lane tools. Smaply lets you integrate with other tools using their API starting at the Enterprise plan, though Jira integration is available at the Pro level. Smaply is free to use for 1 project. Paid plans cost from ~$19.15/user/month (AKA 19€/user/month).

Canvanizer is a free canvas software with basic business plan templates for things like 12-month plans, various blank matrices, and 4L retrospectives. You can click into any template to get started and from there design is basic drag-and-drop. You can export all designs to PDF, PNG, text, CSV, or slideshow. Canvanizer key features really start to unlock in the paid plans, which provide access to over 40 different project templates, image uploading and editing, team collaboration, mobile editing and camera use, and private canvases. Note: The customer journey canvas unlocks at the higher priced tier, though basic “blank screen” canvas templates can work for you too. Canvanizer’s free plan would be great for basic customer persona and customer data brainstorming. Canvanizer does not list integrations on its website. Canvanizer is free to use. Paid plans start at $25/year.

Reveall is a journey mapping tool that helps product and UX teams become more customer-led by making it easy to turn customer insights into clear product decisions. With Reveall you can bring user research, journey mapping, and product prioritization together. It’s more than just a repository or journey mapping tool—Reveall can centralize data in one place, analyze findings by collaborating on tags and journeys, and plan and prioritze your product roadmap. You can also import any data directly into Reveall via multiple integrations and transcribe customer interviews in multiple languages. Reveall integrates with tools like Slack, HubSpot, Google Drive, Zoom, Airtable, and Zendesk among others. Connect Reveall with 5000+ more apps with Zapier. Reveall costs from $199/month and offers a 14-day free trial.

Tried and true: the trusty whiteboard! A whiteboard can be used to plot customer journey maps. Many offices have one installed somewhere and they make a great starting point for brainstorming and first drafts. Whiteboards are visual, flexible, and great for engaging meetings where team members aren’t glued to a screen. Whiteboards are a quick, reliable, non-technical way to build out a visual paradigm for any customer journey. Whiteboards range in size, quality and cost. You can find them on Amazon for around $30-60.

Touchpoint Dashboard is a journey management software that focuses on diagramming and flowcharts specific to customer journey mapping. They offer task management, intuitive reporting, and customer feedback tools to support this focus. Touchpoint Dashboard offers templates to create goal-oriented and actionable journey maps that can be analyzed, collaborated on, and shared easily. You can add customer touchpoints to your map and then accent them with images, audio, and video. Touchpoint Dashboard is a great option for customer journey analytics for market research and service planning. Touchpoint Dashboard does not name integrations on its website. Touchpoint Dashboard offers customized pricing upon request. They have a free trial.

PowerPoint is Microsoft’s answer to presentation software. It’s so ubiquitous in traditional office spaces that you’ve probably at least heard of it, if not used it extensively. Using templates, shapes, images, text, headings, and transitions, you can use PowerPoint to envision the customer journey. Con: presentations are quite linear. It’s harder to sketch out branching customer paths and even harder to zoom out and get a complete picture. Still, PowerPoint remains a trustworthy and accessible tool. PowerPoint is a super simple platform to first plot out the basics of any customer interaction. PowerPoint integrates with Digital Signage, Facebook, Google Analytics, Google Calendar, Google Sheets, Instagram, JSON, and Microsoft Access, as well as other popular tools. PowerPoint is free for the online-only version. The downloadable, on-premise version comes with Microsoft 365, which costs from $6.99/month.

OmniGraffle is a diagram, rapid prototype, and design tool for macOS and iOS devices. They have a library of stencils, templates, and icons to get you started. Those with a steady hand can free draw with the pen tool. OmniGraffle has advanced graphics features, like a rubber stamp for rapid copy-pasting and a layers tab for element grouping. OmniGraffle supports the Apple Pencil for even faster freehand diagramming. OmniGraffle projects can export to PNG, JPG, GIF, BMP, TIFF, PDF, EPS, and PSD. OmniGraffle also boasts a great customer service team if you need any troubleshooting. OmniGraffle doesn’t list integrations on its website. OmniGraffle costs from $12.49/month and offers a 14-day free trial.

Gliffy is an enterprise-grade diagramming software that can be used for flowcharts, wireframes, and (you guessed it) customer journey maps. It’s used by companies like Nike, Starbucks, SpaceX, Mastercard, Disney+, and Seimens. Gliffy’s key features include drag-and-drop shapes, project templates, sharing via URL or embedding, collaborative editing, tracked changes, and import/export options. Their flowchart templates and tools will probably be the most helpful for building out customer journey maps. Gliffy’s easy sharing features make it great for quickly disseminating customer retention plans that include journey mapping. Gliffy integrates with monday.com, Confluence, and Jira. Gliffy costs from $8/user/month and offers a 14-day free trial.