Personas describe a group of people in a way that is easy to understand and empathize with. Describe both the person as a human being (background story, personality, interests, etc.) and as a stakeholder in context of a service ecosystem (needs, expectations, etc.).
Often personas are used to describe customer or user segments. Creating personas can lead to new insights who your customers really are and why they are using your products or services.
Tip: Always base your personas on research data and not just assumptions.
Mapping customer (or user, employee, etc.) experiences makes intangible interactions visible and facilitates a common and empathic understanding between all team members.
Besides a journey maps’s basic structure consisting of steps and stages, additional lanes such as storyboards or text lanes can be used to enrich the map and focus on specific topics.
Furthermore, graphs like emotional journeys and dramatic arcs help to understand the customer’s flow of satisfaction and engagement. Channel lanes help you to visualize which channel can be used in which step to visualize cross-channel experiences. The Backstage lane enables you to map internal processes that are triggered by the customer journey
Tip: When you do current-state journey maps, do research and do not base them merely on assumptions.
Customers interact with many internal and external stakeholders during their journey. They use different products or services, various devices and platforms, communicate with diverse departments through different channels.
A stakeholder map is a visual representation of this ecosystem of stakeholders involved in customer experience. It helps to understand who is involved, to reveal existing formal and informal relationships between stakeholders, to identify frictions between them, and to find new business opportunities.
Tip: Create a stakeholder map in a workshop with many different stakeholders as well as customers to collect as many involved stakeholders as possible.
Smaply enables you to use these tools with disperse teams. Manage who has access to which project and invite external stakeholders or your client to your project.
Export high-quality pdfs to share with your team, client or other stakeholders. Use them as large print-outs for your next workshop. Benefit from vector-based graphics when importing them to other software.
Do you nee to present your journey maps with slides? No problem – with one click you can create a professional step-by-step PowerPoint presentation of any journey map (included in all REGULAR plans and above)!
With Smaply you can duplicate existing personas, journey maps, or stakeholder maps within your project or whole projects to create copies, versions, or different scenarios.
Thank you! Please check your email inbox.
Oops! Something went wrong while submitting the form