How do you collaborate on user journey maps remotely?

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User journey maps are powerful tools to understand and improve the experiences of your customers, users, or learners. They help you visualize how they interact with your product, service, or course, and identify their pain points, needs, and goals. But how do you create and share user journey maps when you and your team are working remotely? Here are some tips and best practices to collaborate on user journey maps online.

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1 Choose the right tool

Choosing a tool to create, edit, and share user journey maps collaboratively is the first step. There are various options available, from dedicated software such as Smaply or UXPressia to general-purpose platforms like Miro or Google Slides. Your choice of tool should depend on your budget, preferences, and needs. To ensure you have the best tool for the job, look out for features such as a user-friendly interface for easy creation and customisation of maps, a cloud-based system for automatic syncing and saving, a collaborative mode for real-time editing, commenting and chatting with team members, and a sharing option that allows you to export, embed or present your user journey maps to stakeholders or clients.

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Palashi Singhal

Behavioral Researcher | Uncovering insights through data and by exploring the “why” behind human behavior
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I have personally found Miro and JamBoard, to be really useful tools to be working with User Journey Mapping. These are free too. Google slides is kind of annoying with its limited functionality.

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Becky Colley

Lead UX Consultant | Adobe UX Designer to Watch | @UserBexperience
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It's important to bear in mind that your stakeholders may face technological limitations, such as not having a Figjam license (though in this case you can grant 24-hour access to anyone you share the link with). They might also have older hardware which can make it more difficult to interact with cloud-based and/or modern tools, that use a lot of power or memory. Make sure that if anyone can't join in for themselves, they can at least see someone's screen and contribute by calling out ideas and thoughts that another person can add on their behalf.

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2 Define the scope and goals

Before you start creating your user journey map, you need to define the scope and goals of your project. What is the problem or opportunity you are trying to address? Who are your target users or personas? What is the journey or scenario you are mapping? What are the stages, steps, or touchpoints of the journey? What are the outcomes or metrics you want to achieve? Having a clear and shared understanding of these questions will help you and your team focus and align on the user journey map.

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Kelly Jura

User Experience (UX) Leadership – DMI '23 '24 Women & Diverse Design Leader – IxDF Master Class Host: Journey Mapping – Writer – Speaker || HCI-Certified, NN/g UX Management-Certified, Certified ScrumMaster
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When journey mapping, it is crucial first to identify the business problem you are trying to solve. Additionally, you should determine whether you need to develop a current or future state journey map based on the business needs. A current state journey map focuses on the existing touchpoints, allowing you to spot gaps in the experience and uncover pain points. You can then use these insights to prioritize your opportunity areas. On the other hand, future state journey maps enable you to create an ideal, desired state for your product and are helpful for company vision and inspiration. This is a strategic guide that can help align stakeholders around the vision of the experience.

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3 Collect and analyze data

To create a user journey map that reflects the reality and needs of your users, you need to collect and analyze data from various sources. These can include user research, interviews, surveys, analytics, feedback, reviews, or existing documentation. You can use tools like Google Forms, SurveyMonkey, or Hotjar to gather and organize data online. You can also use tools like Jamboard, Padlet, or Mural to create online affinity diagrams or empathy maps to synthesize and categorize data. The goal is to identify the user's actions, thoughts, feelings, motivations, and pain points along the journey.

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Sandesh Shinde HFI-CUA?

Gen AI, ML Product Designer | Design Lead | Strategist | Design Advocate | Mentor
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For the best inputs I would involve a diverse team of stakeholders. This includes people from different departments, levels of seniority, and user types.

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4 Create and iterate

Once you have enough data, you can begin to create your user journey map. Depending on the tool you select, you can either start from scratch or use a template. You could also take advantage of tools like Canva or Figma to craft custom graphics or icons for your user journey map. The main components of a user journey map are the persona or user profile that represents your target user, the timeline or stages that divide the journey into meaningful segments, the actions or steps that the user takes at each stage, the thoughts or expectations that the user has at each stage, the emotions or feelings that the user experiences at each stage, the touchpoints or interactions that the user has with your product, service, or course at each stage, and the opportunities or insights that you can derive from the user journey map to improve the user experience. As you construct your user journey map, it is beneficial to collaborate with team members and get their feedback. You can use commenting, chatting, or voting features of your tool to communicate and exchange ideas. Additionally, tools like Zoom or Skype can be used to have online meetings or workshops where you can discuss and refine your user journey map. The goal is to iterate and refine your user journey map until it meets your goals and expectations.

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Sandesh Shinde HFI-CUA?

Gen AI, ML Product Designer | Design Lead | Strategist | Design Advocate | Mentor
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The user journey map is a living document that should be updated as you learn more about your users and their needs. So be prepared to iterate on the map and make changes as needed. And I would use a version control system like Git or GitHub can help you to track changes to the user journey map over time. This will make it easy to revert to previous versions of the map if necessary.

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5 Share and act

The final step is to share and act on your user journey map. You can use the sharing option of your tool to export, embed, or present your user journey map to your stakeholders or clients. You can also use tools like Loom or Screencastify to record a video or audio narration of your user journey map. The goal is to communicate and demonstrate the value and insights of your user journey map, and how it can inform your design, development, or delivery decisions. You should also use your user journey map as a living document that you can update and revise as you learn more about your users and their journeys.

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Kelly Jura

User Experience (UX) Leadership – DMI '23 '24 Women & Diverse Design Leader – IxDF Master Class Host: Journey Mapping – Writer – Speaker || HCI-Certified, NN/g UX Management-Certified, Certified ScrumMaster
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You should update your journey map after major releases if you get new intelligence or if a cultural shift affects your users. Review your journey maps every 6 months to assess if changes must be made. Sharing the journey maps can help provide focus, and align your team on user goals and needs.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Gale Fernow

Human-Centered Strategy, Research & Design - TTS/18F
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In my experience, it's important to include key stakeholders in all of these activities from the beginning because one of the most important outcomes is alignment. Without that participation, you run the risk of having a map that no one understands or uses.

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Kelly Jura

User Experience (UX) Leadership – DMI '23 '24 Women & Diverse Design Leader – IxDF Master Class Host: Journey Mapping – Writer – Speaker || HCI-Certified, NN/g UX Management-Certified, Certified ScrumMaster
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Journey mapping is a skill. Like any skill, journey mapping can be developed, practiced, and improved. Through practice and collaboration with others, you can strengthen these skills.

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How do you collaborate on user journey maps remotely?

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1 Choose the right tool

2 Define the scope and goals

3 Collect and analyze data

4 Create and iterate

5 Share and act

6 Here’s what else to consider

User Journeys

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