What tools to use for customer journey mapping

Customer journey mapping solutions, from UX-focused platforms to Jira-native journey and user story mapping with Easy Agile TeamRhythm.

TL;DR

  • Customer journey mapping tools range from specialist CX platforms to generic whiteboards and delivery oriented tools.
  • UX and service design teams may use dedicated journey tools, but delivery teams need journeys that are linked directly to backlog items.
  • Easy Agile TeamRhythm lets you use a Jira based story map as a customer journey map, tying personas and steps to Jira epics and stories.

Why customer journey mapping tools matter

Customer journey mapping helps teams visualise how people experience a product or service across touchpoints. Good tools help teams:

  • Understand pain points and opportunities.
  • Prioritise work that improves the experience.
  • Communicate the journey to stakeholders.

Different teams need different depth. Research and design teams may want detailed journey artefacts, while delivery teams need a practical link between journeys and the backlog.

Dedicated customer journey mapping platforms

Specialist platforms such as UXPressia, Smaply or TheyDo offer:

  • Advanced persona and journey modelling.
  • Service blueprints and backstage processes.
  • Collaboration features for design and CX teams.

These are ideal for deep research but may be overkill for teams who simply want to connect journeys to delivery work.

Whiteboarding tools for journey mapping

Tools such as Miro, Mural or FigJam are commonly used to sketch journeys during workshops. They offer flexibility but usually:

  • Do not link directly to Jira issues.
  • Become static if not maintained.

They are useful for early exploration but less suited as a long term journey and backlog bridge.

Journey mapping and delivery in Jira with Easy Agile TeamRhythm

Easy Agile TeamRhythm lets teams turn a Jira story map into a practical customer journey map.

Teams can:

  • Represent personas, steps and activities in the map structure.
  • Attach epics and stories to parts of the journey.
  • Use the same view for backlog refinement and sprint planning.

This makes it easier for delivery teams to stay focused on customer journeys while managing their day to day work in Jira.