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?
That's a great question.
The best UX Journey maps (we call them Experience Diagrams) that I've seen or designed all started with Stone Age tools: a pencil and a sketch pad. The next jump in technology was the leap to the white board. What worked for us was to make sure we could tell the story from the customer's perspective. Then we storyboarded the major Use Cases. I made my teams AVOID using any UX design software as long as possible. Whenever we jumped to using software too quickly, we found our design team (me included) getting wrapped up in the gadgetry of the software. Not fatal, just distracting.
Having said that, we used Balsamiq Mock-ups, www.balsamiq.com. It was easy to learn and fun to use even for a dinosaur like me.
Set-up a call if you'd like to learn more about my experiences with designing user experiences from a CEO's perspective.
Best of luck.
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.
I would have to ask you a few questions of my own to make sure I understand what you need advice on. Since you asked this 5 months ago, I want to first check that you are still looking for an answer here, from a Clarity expert. Let me know and we'll take it from there.
Speech Bubble User Journey