User Journey Mapping Tools

User journey mapping tools help you create and manage user journey maps (UJM). You may use
traditional software or online solutions to create the UJM. Software, such as Visual Paradigm, lets you
to create a UJM with little flexibility. Online solutions, such as UXPressia and Smartlook, allow you to
create maps and give you the flexibility to modify the maps, research the insights, and redefine the
UJM.

The journey mapping tool is used to analyse and evaluate the existing experience of a user or customer
with a product, service or system from the perspective of the user. Journey mapping helps you
understand the user and their problems, and know what the user really wants.

A user journey map (UJM) can be a graphic representation of the user’s journey with the product,
service or system. The journey may be an actual or ideal journey. You may use software, such as Visual
Paradigm and Microsoft Visio, to create a journey map. However, they can be static or inflexible to
refine. There are online solutions that provide the flexibility of collaboratively creating journey maps.

Listed below, not in any particular order, are a few online tools you might consider to document the
UJM.

Smaply
Smaply provides a collaborative visual interface to create the user experience map (UJM). You can map
the user’s experience and engagement with the product or service. You can “see” the user’s journey.

Smaply provides a highly visual Journey Map editor to create the UJM in detailed steps and stages. At
each step, you can add additional information, such as images, files or texts, to provide detailed
information about a step in the journey. The steps allow you to discover the user’s experience,
engagement, emotions, and pain points at that touchpoint. The software also includes a Persona editor
and Stakeholder Map editor to create personas or manage stakeholder relationships.

With its Multi-User Access and Comment Mode features, you can share your user map with your team
members and stakeholders to provide feedback. The Live Share feature allows real-time access to co-
create the user journey map.

The Export feature allows you to export the map to PDF, PowerPoint, Keynote, Excel and PNG formats,
and integrate with Excel and PowerPoint. You can customize Smaply with your business logo. Smaply
provides a cloud-based storage feature.

Features
 Persona Editor
 Journey Map Editor
 Stakeholder Map Editor
 Multiple user access
 Export to PDF, PowerPoint, Keynote, Excel and PNG formats
 Excel and PowerPoint integration
 Web-based interface
  Support for Windows, Linux, and Mac devices

Price
Smaply is free to try for 14 days.

Policy
 Monthly-basis
 Quote-based (Enterprise)

Plans
 Starter – €25 ($28 approx.)
 Regular – €50 ($57 approx.)
 Business – €100 ($114 approx.)
 Enterprise – Ask for a quote

UXPressia
UXPressia is an online collaborative tool to create persona, customer journey map (CJM), and impact
map.

With the CJM editor, you can create a journey map easily and quickly, in minutes, using its drag-and-
drop interface and the rich template library. The editor has over fifteen sections using which you can
capture the entire user journey. The Images section allows you to add the images of interfaces,
stakeholders, or personas whose experience journey you want to map. The Experience section lets you
map the touchpoints in the user’s journey. These are the emotional reactions of the user, which can be
high or low, pain points or points of excitement. The Problems section lets you describe the problems a
user faces at any time during their journey. The Ideas section lets you define the solutions to the
problems or add any new opportunities.

With its cloud, SaaS, and Web deployment, you can co-create journey maps in real time or share your
work with team members and stakeholders.

UXPressia can be used by beginners to professionals. It is easy to learn and help documentation is
available.

Features
 Persona Editor
 CJM (customer journey map) Editor
 Real-time collaboration
 Flexible map layout
 Persona integration
 Emotional graph
 Share with team members, stakeholders, and clients
 30+ journey map templates
 Export to PDF and PNG format
 Code integration support
 Cloud, SaaS, and Web deployment
 Chat support
Price
UXPressia is free to use for one project.

Policy
 Monthly
 Annual
 Quote-based (Enterprise)

Plans
 Free – For one project with one journey map, one persona, and one impact map. The project
can be shared with one user.
 Professional – $24 per month/per user or $20/month per user billed annually. Unlimited
projects. Project can be shared with unlimited users.
 Enterprise – Ask for a quote.

Touchpoint Dashboard
Touchpoint Dashboard is a collaborative journey mapping and management tool. It allows you to create
journey mapping templates, create journey maps using its drag-and-drop touchpoints interface, and add
images and files to the touchpoints. The tool lets you organize and categorize the journey maps based
on team size, analyze the touchpoints, and share them for real-time validation by stakeholders and
customers.

The tool lets you import existing customer data. All data is stored on highly secure servers with frequent
data backups.

Features
 Create own journey map template
 Analyze touchpoints
 Organize maps
 Template library
 Real-time collaboration
 Data import
 Share using URL, PDF, or Excel
 Integrate with Excel
 Cloud, SaaS, and Web deployment
 Chat support

Price
Touchpoint Dashboard allows a free trial for a limited period. After the expiry of the trial period, you
must opt for one of their services.

Services
 Touchpoint Dashboard – Journey mapping and management
 Strativity – Consulting services for journey mapping and customer experience
 Journey Management academy – Journey mapping education and enablement

Plans
Ask for a quote.

Custellence
Custellence is an online real-time collaboration tool. You can create journey maps and experience maps,
analyze the emotional experience of users, and customize the maps to show a bird’s eye view or
detailed view of the user journey. You can store the insights directly in the map.

The tool allows you to share the maps with teams and stakeholders, create clickable links from the maps
to other tools or websites, and convert journey maps created in other formats to the Custellence
format.

Features
 Journey Map templates
 Customize maps
 Real-time collaboration
 Share with team and stakeholders
 View maps in two modes: overview, detailed view
 Export and import data
 Convert Journey Maps from other formats to Custellence format
 Cloud, SaaS, and Web deployment

Price
Custellence is free to use without time limits for one map.

Policy
 Monthly
 Annual
 Quote-based (Enterprise)

Plans
 Free Forever – No time limits with one map
 Essential – €15 per month
 Professional – €80 per month
 Enterprise – Ask for a quote

Smartlook
Smartlook is an analytics tool for websites and mobile applications. It uses qualitative data and reveals
the complete journey of the user on a website or mobile application.

Smartlook has two very important features to understand the user’s behaviour. The “Always-on visitor
recordings” feature records every user session of website visitors. You can replay the recordings to
analyze how the user’s interacted with the website (pages, areas of a page, mouse movement) and why
they leave a website. The “Heatmap” feature reveals where visitors click on a page and the frequency of
clicks, and also the areas or links where the visitor does not click. These features help you understand
the user experience, the frustrations of the user, and the behaviour of one time or returning visitors.
Smartlook has a built-in JavaScript console that displays the list of errors that occurred in the visitor’s
browsers. It integrates easily with more than 50 tools and platforms, such as Google Analytics, Intercom,
Zendesk, and so on.

Features
 Always-on visitor recordings
 Heatmaps
 Filtering and segmentation of recordings
 Website and Mobile app analytics
 GDPR compliant
 Share heatmaps directly with developers
 Integrates with over 50 tools and platforms
 JavaScript console
 Cloud, SaaS, Web, and Mobile (Android Native, iOS Native) deployment
 Online support

Price
For each plan, you can try Smartlook free for ten days. The trial version includes all premium features.
For its membership plans, there is a 15-day money-back guarantee.

Policy
 Website Analytics
 Mobile app Analytics

Plan
 Forever Free – $0 per month
 Big Players – $79 per month
 Startups – $32 per month
 Enterprise – Ask for a quote

CXmap
CXMap has an intuitive interface to create and analyze the user experience journey in websites.

The tool lets you map and analyse the user’s journey and touchpoints as the user browses the website.
The insights can be used to identify the user’s problems or opportunities to improve the website,
capture behavioural data at various touchpoints, and optimize the user experience journey.

Features
 Drag-and-drop interface
 Template library
 Code integration
 Campaign support
 No coding
 Real-time collaboration

Price
The first three Journey Maps are free. For other plans, ask for a quote.

Cora Journey360
Cora Journey360 provides a single platform for all user experience (UX) and customer experience (CX)
needs. It can use the qualitative and quantitative research data to create personas and journey maps.
The collaborative tool allows you to create and share UX and CX journey maps. You can link the maps to
research data. You can create personas and map the user’s problems and preferences. The tool allows
you to benchmark and track the progress of the user experience journey.

Cora Journey360 integrates easily with agile development platforms.

Features
 Benchmark data
 Enterprise ready
 Template library
 API connections
 Integration with agile development platforms
 Cloud, Saas, ad Web deployment

Price
Ask for a quote.