Journey Mapping can be as simple or complex as you need it to be. Many times, the tools required to bring immediate, radical growth are as simple as post-it notes or a whiteboard.
On the other hand, some companies use complex software solutions to closely monitor each individual customer’s behavior and preferences in real time, allowing you to customize every touchpoint with impressive precision.
Few companies can afford these powerful software solutions but just about anyone can start using Journey Mapping principles with the following free and reasonably-priced tools:
- Basic tools to get started (you probably already have these):
- Post-it notes and sharpies
- A whiteboard and markers
- Office software:
- Free Google Drive software (Docs, Sheets, Slides)
- MS Office (Word, Excel, PowerPoint)
Tip: Use these basic tools in a brainstorm session where your team lists all of your customer types, touchpoints, and painpoints
- Free survey software (this will help you gather preliminary data from employees & customers):
Tip: Use surveys to further inform what you suspect about your customer types and painpoints
- Flowchart software (this will come in handy when you’re ready to start the visual process of mapping everything out):
- Tracking software:
Tip: Tracking software allows you to be agile so you can monitor, learn, and adapt your strategies in real time
The underlying principles that make Journey Mapping effective aren’t complex or intimidating. After you get started, you’ll soon realize it’s all about common sense applied in a strategic, intentional, and incremental way.
Journey Mapping Consultants
Perhaps the most important tool to consider is a Journey Mapping consultant.
Can you do this yourself? Absolutely, but experts with over 20 years’ experience have a unique advantage. Optimizing customer experiences is what we do and we are able to bring all the learnings from other projects to your situation.
The cost of our consulting services can often be recouped within days or weeks of implementation. Prices vary depending on the nature of the project but it doesn’t cost anything to inquire.
For a step-by-step guide to your first Journey Mapping project, I recommend reading the following article: