I've learned that the artifact (the map) is far less important than the process of creating it. When a cross-functional team works together, they build a shared understanding, a shared vision, and a shared commitment to making the process better. Journey mapping therefore is a means to an end, not an end in itself.
Surprisingly once a process is mapped, people refer more to their memory than the document, using it only occasionally as a reference or to update it during the next and much more important phase: process improvement. For that reason, I've found it's best to document using whatever application is widely used by the team.
