10 Best Customer Journey Mapping Tools & Software (2024)

Choosing the right customer journey mapping tool is essential for businesses focused on understanding and improving the customer experience. In 2024, various customer journey software options offer powerful features to help teams visualize, analyze, and optimize the most critical marketing touchpoints in the customer journey.

This article highlights the top 10 journey mapping tools to consider, showcasing the best platforms for building insightful, actionable journey maps.

1. Miro

Miro is a versatile online collaborative whiteboard platform that helps teams easily visualize processes, including customer journey mapping. It supports real-time collaboration, making it a favorite for teams looking to align and strategize effectively.

Key Features of Miro:

• Real-time Collaboration: Enables teams to work together simultaneously from anywhere, enhancing productivity and engagement.
• Extensive Template Library: Provides pre-built templates for customer journey mapping and various workflows to jumpstart projects.
• Integration Capabilities: Seamlessly integrates with popular tools like Slack, Microsoft Teams, and Jira to streamline workflow management.

2. Lucidchart

Lucidchart is a visual workspace that allows teams to create flowcharts, diagrams, and journey maps, offering a clear way to visualize complex data and processes. Known for its intuitive interface, Lucidchart is popular among businesses aiming to enhance collaboration and streamline workflow design.

Key Features of Lucidchart:

• Drag-and-Drop Interface: Allows users to easily create customer journey maps and organize diagrams without a steep learning curve.
• Data Linking: Connects diagrams to live customer journey data sources, automatically updating visuals to reflect real-time data changes.
• Cross-Platform Collaboration: Supports simultaneous editing and communication across devices, ideal for remote or distributed teams.

3. Whimsical

Whimsical is a user-friendly tool designed for collaborative diagramming and wireframing, making it easy for teams to create customer experience journeys, flowcharts, and mind maps. Its simplicity and visually appealing interface make it a top choice for teams seeking quick and effective visual collaboration.

Key Features of Whimsical:

• Drag-and-Drop Components: Provides an intuitive design experience with pre-built elements for effortless diagramming.
• Collaboration Tools: Offers real-time collaboration and commenting, enabling teams to share feedback directly on diagrams.
• Wireframe and Mind Map Modes: Supports multiple visual formats, allowing users to switch between journey maps, wireframes, and mind maps seamlessly.

4. Microsoft Visio

Microsoft Visio is a powerful diagramming tool used for creating detailed flowcharts, organizational charts, and customer journey maps, catering to both simple and complex visualization needs. Integrated within the Microsoft ecosystem, it’s especially useful for enterprises seeking an advanced, professional-grade solution.

Key Features of Microsoft Visio:

• Extensive Diagramming Tools: Offers a wide range of shapes, templates, and stencils to create detailed and customized visuals.
• Microsoft 365 Integration: Seamlessly integrates with Microsoft Office applications, enabling easy sharing and collaboration within the suite.
• Data Visualization: Connects to external data sources like Excel and SQL Server, transforming data into interactive, automatically updated diagrams.

5. Pendo

Pendo is a product experience platform that helps businesses understand user behavior, collect feedback, and guide customers through in-app journeys. Known for its robust analytics and onboarding tools, Pendo enables companies to optimize customer experiences and improve product adoption.

Key Features of Pendo:

• Product Analytics: Provides insights into user interactions and behaviors to inform product decisions and improvements.
• In-App Guidance: Offers customizable in-app walkthroughs and tooltips to enhance user onboarding and engagement.
• Feedback Collection: Allows users to submit feedback directly through the platform, helping teams prioritize product development based on customer needs.

6. Gliffy

Gliffy is an online diagramming tool that allows users to create flowcharts, diagrams, and journey maps directly within a web browser. Its intuitive drag-and-drop interface and seamless integration with popular platforms make it a practical choice for teams looking to visually organize information.

Key Features of Gliffy:

• Drag-and-Drop Editor: Simplifies diagram creation with an easy-to-use drag-and-drop interface, suitable for users of all skill levels.
• Integration with Atlassian: Works directly within Confluence and Jira, enabling teams to collaborate on diagrams within their existing workflows.
• Collaborative Editing: Allows multiple users to edit and comment on diagrams in real-time, supporting effective customer journey management.

7. Omnigraffle

OmniGraffle is a diagramming and design application exclusive to macOS and iOS, offering precision tools for creating detailed diagrams, wireframes, and flowcharts. It’s particularly popular among designers and developers looking for a highly customizable platform tailored for Apple devices.

Key Features of OmniGraffle:

• Advanced Design Tools: Provides a wide range of styling, layering, and customization options, making it ideal for complex, detailed diagrams.
• Apple Ecosystem Integration: Optimized for macOS and iOS, with native support for Apple Pencil on iPad, enabling seamless use across Apple devices.
• Precision Layout Control: Offers grid snapping, alignment guides, and smart positioning tools for pixel-perfect accuracy in design.

8. Cacoo

Cacoo is a cloud-based diagramming tool that enables teams to collaboratively create flowcharts, wireframes, and customer journey maps in real-time. Its easy-to-use interface and rich library of templates make it a favorite for teams seeking efficient, visual collaboration online.

Key Features of Cacoo:

• Real-Time Collaboration: Allows multiple users to edit diagrams simultaneously, facilitating teamwork and instant feedback.
• Extensive Template Library: Provides a variety of templates, including journey maps and flowcharts, to help users get started quickly.
• In-App Chat and Comments: Supports communication directly within the platform, allowing users to discuss and refine designs without leaving the tool.

9. Funnelytics

Funnelytics is a visual customer journey funnel mapping and analytics tool designed to help marketers map, track, and optimize their sales and marketing funnels. It enables users to create detailed journey maps with real-time analytics, offering insights into how customers progress through each stage of the funnel.

Key Features of Funnelytics:

• Visual Funnel Mapping: Provides an intuitive drag-and-drop interface for building and visualizing complex funnels step-by-step.
• Analytics and Tracking: Offers in-depth metrics on funnel performance, showing conversion rates and customer behaviors at each of the customer journey stages.
• Revenue Attribution: Helps marketers trace revenue back to specific funnel steps or campaigns, optimizing marketing efforts based on ROI.

10. UXPressia

UXPressia is a customer journey mapping tool that helps businesses visualize customer experiences, personas, and impact maps in an interactive and collaborative environment. Known for its user-friendly templates and real-time collaboration, UXPressia enables teams to develop insights that enhance customer journey analysis.

Key Features of UXPressia:

• Customizable Journey Mapping Templates: Offers a variety of editable templates for creating detailed journey maps tailored to specific customer segments.
• Real-Time Collaboration: Allows team members to work together simultaneously on projects, enhancing coordination and feedback.
• Persona Creation: Provides robust tools for building detailed customer personas, adding context to journey maps, and aiding in targeted strategy development.

Customer Journey Mapping Tools: Final Thoughts

Customer journey mapping tools are invaluable assets for businesses aiming to understand and enhance their customer interactions. By using these tools, teams can visualize every step of the customer journey, identifying opportunities to improve experiences and drive engagement.

With the right journey mapping software, companies can build stronger relationships, refine their strategies, and ultimately, achieve greater success in meeting customer needs.