● Blog

Learning, insights, case studies, and tools for customer experience design

Hot off the press

Notebook and phone

Service Update: Temporary issues due to global AWS outage

Smaply has experienced temporary access issues due to a global outage at Amazon Web Services (AWS). One of our downstream providers has been impacted, particularly affecting the delivery of email sign-in and two-factor authentication (2FA) codes.

Isabel Grillmayr

October 20, 2025

AI in customer journey mapping: Speed, simplicity, and control

Isabel Grillmayr

September 29, 2025

Prioritization Frameworks

Isabel Grillmayr

September 1, 2025

Unlocking growth: master pain point and opportunity management with journey maps

Isabel Grillmayr

August 4, 2025

Categories

Management and operations

Experience Research

Journey Mapping

Browse all articles

A golden piggy bank on dark background

Journey Mapping

FCA Consumer Duty: How journey mapping helps structure your customer experience endeavours

Isabel Grillmayr

June 3, 2025

A group of people sitting around a meeting table, discussing and collaborating around a big screen

Management and operations

Journey management tools and methods

Isabel Grillmayr

May 20, 2025

Jewerly and handbag as a symbol for luxurious products

Journey Mapping

The Customer Journey of Luxury Brands: Experiencing Exclusivity and Elegance

Katharina Rainer

December 27, 2023

a smartphone, a voice assistant and headphones

Journey Mapping

The ultimate guide to user journey mapping

Isabel Grillmayr

August 25, 2023

two people holding hands

Company

Social responsibility at Smaply

Katharina Rainer

May 18, 2023

an orchestra playing in a theatre

Journey Mapping

Customer journey orchestration: what it is, benefits, and tools

Michael Steingress

April 26, 2023

illustration of a hand with a heart in the middle

Company

Smaply's vision, mission, values

Marc Stickdorn

December 15, 2022

journey mapping templates

Toolbox

Templates for customer journey maps, personas and stakeholder maps

Isabel Grillmayr

July 15, 2020

journey map repository

Journey Mapping

The why and how of a journey map repository

Katharina Rainer

March 30, 2020

images showing the experience at an airport

Personas

Ask Marc – about personas on journey maps

Marc Stickdorn

March 20, 2020

experience researrch in restaurant

Experience Research

Case study: researching experiences in a restaurant

Anna Katharina Reisenberger

March 10, 2020

Person writing creating a persona

Personas

The basics of user personas

Antonia Cramer

February 18, 2020

Marc Stickdorn smiling into the camera

Personas

Ask Marc – about personas

Marc Stickdorn

February 14, 2020

Marc Stickdorn smiling into the camera, visualization of people

Journey Mapping

Journey map operations: what it is & how to get started [plus webinar]

Marc Stickdorn

December 20, 2019

Marc Stickdorn and Nicole Broeckling smiling into the camera

Company

Ask Marc – about insights from the Service Design Global Conference 2019

Marc Stickdorn

November 7, 2019

students sitting around a table talking

Journey Mapping

Case study: student journey mapping

Birgit Bosio

October 1, 2019

Man waving into the camera with a microphone in the foreground.

Journey Mapping

Ask Marc – about employee experience

Marc Stickdorn

August 20, 2019

symbols showing activities on an event on a turquoise background

Experience Research

How MPI (re)designed their flagship event

Ruud Janssen

July 17, 2019

Get our most empowering knowledge alongside the tool! Inspiring customer experience case studies, practitioner insights, tutorials, and much more.

Thank you! We’ll put you on the list and ask for confirmation. :)

We are sorry. Something went wrong while submitting the form. :(