I would like to know which software was used to create it. Do you know any that work particularly well? Also, any examples you can provide would be great. Any opportunities to include tracking / touch points?
UX journey maps come in all shapes and sizes. Each can be very effective. I feel it's most important to capture specific elements within the journey map. In addition, visual customer journey maps can be much easier to use. For each customer journey stage and step the following should be captured: customer drivers/considerations; expectations of a solution or solution provider (touchpoint with solution or solution provider); what the customer is doing (needs & activities); what the customer is doing; and what the customer is thinking.
For each touchpoint, you may want to evaluate the relative importance for the customer. You may also define a process to measure the key touchpoint - measure/metric, how to calculate, data to be captured for calculation, target result, etc.
Answered 7 years ago