I really appreciate the flexibility Journey Track offers in terms of mapping according to our specific needs. The types of lines are well-suited for our mapping requirements. The "Map of Maps" feature will be extremely useful once we have a larger number of journeys. I also value the color indicators, as they make it easy to identify whether a journey is in a healthy state or not. There’s a lot of potential in this software, and the ability to capture business value, costs, and effort is a great addition. However, this would work best if our organization was smaller, and this is something I will address in the next section.
We really like how responsive your team is, and we appreciate the follow-up and the opportunity to share feedback. You’ve been great at listening to what works and what doesn’t. Review collected by and hosted on G2.com.
Although the software has a lot of potential, we have limitations because we are a large organization. For instance, the team responsible for managing the health of the journeys is different from ours. Our team focuses on design, mapping, and personas. We also provide recommendations based on desirability for customers, partners, and employees. The functionalities related to business value, costs, and effort are useful but not suited for our team's role. These assessments are handled by another team, and they won’t be using Journey Track.
I feel that the marketing and features you push should be adapted depending on the size of the organization. It would be ideal for us to be able to scale down our plan to focus on mapping and the "Map of Maps" without the complexity of prioritization and costs. Our team focuses on desirability recommendations, and that’s where we see the value.
In terms of UX, there are several issues that we frequently discover as we use the app. Often, we are the ones reporting bugs, which makes me feel like these problems should already be known. There are persistent bugs in the coding of your UX, such as maps expanding for no reason and simple functions like copy-pasting maps between lines with keyboard shortcuts (like in Excel) not working.
When I first started using Journey Track, I was impressed by the ease of use and the clean visual design. But as we continued to use it, we realized there are still significant issues. It feels like a lot of time is being spent on additional features, but the core UX needs more attention. Our basic expectations aren’t being met, especially when compared to Excel or PowerPoint, where the UX is more intuitive. I like the idea of bubble charts, but they are not flexible enough. For example, I can’t change the axes, and as I mentioned, the business value axis isn’t relevant to us.
Overall, while there’s potential, I believe your competitors will catch up if there isn't more investment in UX flexibility and intuitiveness. Review collected by and hosted on G2.com.
Thank you so much for your thoughtful and detailed review. We truly appreciate your taking the time to share what you love about JourneyTrack and the areas where we can improve. Your feedback is invaluable in helping us evolve and meet our users' diverse needs.
We’re thrilled to hear that you find value in features like the "Map of Maps," the flexibility in journey mapping, and the color indicators that highlight journey health. We also appreciate your kind words about our team’s responsiveness—listening to and acting on customer feedback is core to our values.
We acknowledge the challenges you’ve faced with the user experience (UX) and the need for a more tailored approach for larger organizations. Improving core UX functionality is a top priority for us, and we’ve already begun making enhancements to address issues like persistent bugs, map expansion glitches, and more intuitive shortcuts. Your examples, such as copy-pasting functionality and customizable axes in charts, are incredibly helpful, and we’re actively working on solutions to improve these areas.
Our goal is to ensure JourneyTrack remains intuitive and flexible while continuing to provide powerful features that support teams of all sizes. We’re committed to making meaningful improvements and will keep you updated as these enhancements are rolled out.
Thank you again for your honest and constructive feedback. We look forward to continuing to support your journey mapping efforts and exceeding your expectations in the future.
