“Fantastic platform”

Pros

Setting up custom swimlanes was really easy and made it simple to customize things the way I wanted.

Cons

Only thing I'd still like to see is a few more sharing options.

“great mapping visuals”

Pros

Creating journey maps with it has been a really positive experience. The templates are genuinely useful and I can edit and customize my projects the way I need. The storyboard feature is especially helpful since it lets me import images directly into the journey map. When I export the maps they look visually appealing and are very easy to understand.

Cons

There are still a few small details that could be improved. In some fields, you have to click then edit and only after that start typing. It would be much faster if you could simply click and begin editing right away.

“Promising user-centered design”

Pros

Having one place that brings together the full user-centred design process is a really appealing idea. The connection between personas and stakeholder maps is helpful and with a few more iterations, this could turn into a very powerful tool.

Cons

Biggest downside is the UX/UI. It feels like all the energy has been stripped out of the methods the platform is supposed to support. During our test, we couldn't really get students engaged because the interface came across like filling in dull, grey, isolated forms. The design feels too restrictive and not at all playful, open or inspiring. That's something that really needs attention because the methods being promoted rely much more on storytelling than on bureaucracy.

“powerful strategy mapping”

Pros

At the user level it takes rough workshop outputs and turns them into polished, attractive maps that make sense to people outside the team's bubble, like senior leadership or research participants. On the strategy side the nested mapping levels make it especially useful as a management tool, helping coordinate work across multiple teams and projects that influence the overall experience through Journey Map Ops.

Cons

Pricing plans didn't really appeal to me although the newer version does look better.

“Structured workflow that delivers”

Pros

Everything follows a standardized way of working which keeps processes consistent and organized. The guided approach also helps a lot when getting things done since it gives clear direction throughout the workflow.

Cons

Tablet functionality is still lacking although most of the work is desktop-based anyway so it has not been a major issue for us.

“Helpful documentation”

Pros

The overall idea behind the software is really strong and the support documentation has been genuinely helpful whenever I needed guidance.

Cons

Its limited feature flexibility makes it harder to adapt the software for multiple use cases or different purposes.

“simple journey mapping tools”

Pros

Getting started with it is simple because the interface feels very simple. It also offers broad journey mapping capabilities and the collaboration features are useful overall.

Cons

One downside is the lack of persona templates which leads to a lot of repeated manual data entry. Collaboration can also be frustrating since it may lock you out of models and multiple people can't work together on the same model at the same time. On top of that the pricing feels a bit high.

“transparent multichannel visibility”

Pros

Having everything in one place makes this product really valuable. It's a convenient way to display multiple journeys and channels at the same time and being able to view so much data at once is a big advantage.

Cons

I do wish there were more room for creativity and flexibility. It feels pretty limited and if what you need doesn't fit the structure they provide, it becomes difficult to make it work.

“great structure with room to modernize”

Pros

The app has a very great user experience structure overall and it feels quite stable since it is mostly free of bugs.

Cons

At the same time the UX feels fairly outdated and not very simple to interact with so it really needs a refresh. The integrations also need work, videos, prototypes and live analytics data should all be visible directly in preview mode. It would also help to have richer icon sets and larger image libraries. Another limitation is the lack of a real data structure the information users create and enter into lanes should be reusable, almost like database entries from a tool such as Airtable so outputs can be structured more flexibly, including markdown. If database-style data structures were combined with user journey and service blueprint views, this could become a truly definitive tool. It would also be valuable to add a branching user flow option as another way to design mobile apps, websites and other digital product experiences.

“dated interface”

Pros

It was easy for me to understand this tool and I quickly understood how everything worked without needing much time to learn it.

Cons

User interface felt pretty dull and looked outdated.

“Helpful templates”

Pros

The setup process for CJM is simple and the available templates make it much quicker for me to build customer journey maps.

Cons

There aren't enough template options when exporting to PowerPoint.

“Customer journey mapping done right”

Pros

What I really like is how clearly it shows the customer journey by combining the process steps with the emotions connected to each stage over time. Having multiple personas in the same view is also very useful when I need to compare different experiences side by side.

Cons

Issue I run into is that some customer journeys have a lot of steps which makes the map extremely long. On screen, that means a lot of horizontal scrolling and when exporting to PDF the result becomes hard to read and nearly impossible to fit clearly onto an A4 page. It would be much better if there were an option to split the map into smaller sections.

“flexible exports for presentations”

Pros

Being able to export Journey Maps, Stakeholder Maps and Personas as PDF or PowerPoint files has been really useful for me. It makes preparing materials to share with others or use in presentations much easier.

Cons

The journey map section still feels a bit difficult to read. I mainly use the tool for sales presentations rather than building a full service design model so I'd prefer it to be a little more simplified and to include more pre-built or "pre-canned" maps to make things easier.

“packed with useful features”

Pros

Moving around the software is easy for me and there are plenty of features available to work with.

Cons

One thing missing is a rewind or undo button so if something gets deleted, it's gone for good.

“Fantastic for CJM mapping”

Pros

This online tool is built specifically for creating CJMs, while also supporting Personas, Stakeholders and Stakeholder Maps. Adding information to a map is convenient and I can keep everything organized without much effort. Exporting large PDF files also works well when I need to print them or continue editing them in other software.

Cons

Uploading graphics for a Persona or CJM can be a bit slow, whether the files come from your computer or from the available built-in collections.

“Helpful support at a low cost”

Pros

Getting started was easy and I've also been happy with the company's customer service. Whenever I had a question the team got back to me quickly and was always friendly. The pricing is another benefit because it is quite affordable.

Cons

I did feel that a few customization options were missing for the journey maps and the overall look and feel of the maps could be improved. They are not especially well suited for sharing with others or using in presentations.

“few features needs improvement!!”

Pros

One thing this tool does well is let you create Customer Journey Maps, Personas and Stakeholder Maps in one place. The Stakeholder Maps are especially helpful because they give a very clear high-level view of how the different parties relate to each other.

Cons

Interface feels very outdated and not particularly engaging. The Personas section is somewhat tough to work with and the Customer Journey Mapping tool feels confusing and hard to navigate. In the end, we decided not to move forward with it because the CJM tool was just too complex.

“Unique day-journey mapping”

Pros

This feels genuinely unique in its category. Seeing how the software maps out the full journey of a person's day was especially interesting since it lets users visualize everything clearly and then focus on the moments when they were feeling low or depressed.

Cons

The persona templates could be better and the orientation customization still has room for improvement. It also misses real-time plugins to support user mapping which a number of other applications already provide.

“Strong features”

Pros

Customer experience has been really positive overall. The UI looks excellent and the journey mapping capabilities are impressive when it comes to building different personas. It also does a very good job of visualizing and mapping customer behavior.

Cons

Dashboard feels quite cluttered and messy. It would also be much better if there were mobile app support and desktop app support since both are currently missing.

“Customer mapping done right”

Pros

Among the tools I've used for customer journey mapping, this is one of the best for visualizing and digitizing the entire process. Creating maps is easy and sharing them with teammates and stakeholders is just as simple. It's especially valuable for remote teams because collaborating and passing along research insights feels convenient. Building personas and mapping stakeholders is also very convenient and those features really help develop empathy. The export option is another big plus when I don't want to invite everyone into the workspace or when I need something available offline or ready to print.

Cons

Nothing to complain about at this point, everything has been working exactly as expected.