Overall, my experience with Lucid has been positive in terms of usability, design quality and available templates. The platform is smooth, visually appealing and easy to work with for collaboration and documentation purposes. However, during real usage scenarios such as mind mapping and process flow creation, we faced a few functional limitations that impacted productivity. For example, while building mind maps, there was no option to create a connection between two separate mind maps through a specific node, which made it difficult to represent complex relationships. Similarly, when creating process flows, connecting different flow diagrams together was straightforward, and the absence of linking options between flows made it harder to represent end-to-end processes Another challenge we faced was related to user removal and file ownership transfer. When removing a member, the platform only displays the count of files being transferred, but it is not clearly communicated what happens to those files afterward, which can be confusing from an administrative standpoint. In addition, file organisation could be improved. It's not always clear which files are internal, shared or stored within folders, and the hierarchy feels slightly unintuitive when managing multiple documents. We also observed usability concerns in mind mapping. While moving across nodes using keyboard navigation is possible, editing reuqires manual mouse selection of the node, which reduces efficiency for users who rely heavily on keyboard workflows. Lastly, some key features are distributed across Lucidspark and Lucidchart, and even after purchasing the suite, it was not always intuitive which features were available in which tool. This caused some confusion during usage.

Several reasons and experiences factor into my rating of below average. Starting with the software itself, the core features of LucidChart and LucidSpark work seamlessly. Overall, they are a great solution with only a little left to be desired. However, the good news stops there. Lucid's internal processes have put significant strain on our business relationship. There has been an extremely high amount of turnover with respect to our account management team over the years, which has led to confusion and communication gaps at times. Additionally, the in-product self-service license purchase workflow has made it difficult for us to scale our account with ease. Despite all of this, the platform is still worth using in an enterprise setting.