Customer journey mapping tool

Use customer journey mapping software to better understand the experience your customers have when using your service or product. With Smaply you can visualize your customer journey online and step into your customers' shoes to understand their needs, pain points, and feelings.

Image cards in a sequence with smileys along a graph underneath, indicating a generic journey map
online Customer journey mapPING TOOL

Understand customer experience, step by step

Different customers might have different experiences with your product or service. Smaply is a tool to create customer journey maps and analyze their experience, step by step. You can add various important details of each touchpoint and visualize your customer's journey using images, texts, emotions, channels of communication etc.

UNDERSTAND EVERY touchpoint

Categorize your customer journey map into different stages. Map out steps and touchpoints to understand each situation your persona experiences.

HIGHLIGHT IMPORTANT, PROBLEMS, opportunities OR IDEAS

Use text descriptions to add rich information and highlight the most important facts of each step of the journey. Customize text lanes to note down problems, ideas, opportunities, or anything else that is relevant for a specific experience.

VISUALIZE SITUATIONS

Storyboards enable you to connect and empathize with the persona’s experience. Upload your own images in the form of photos, screenshots or sketches, or choose from Smaply's image gallery.

ADD ICONS AND PICTOGRAMS

Basic Plan

Use the image gallery to add images or chose from different icons and pictograms using Smaply's Noun Project integration.

A sequence of three images to inform a storyboard: speech bubbles, woman with smartphone, hands on smartphone
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MANAGE CUSTOMER SATISFACTION

Illustrate your customer's satisfaction with using an emotional journey lane. It helps you to discover moments of excitement and pain points.

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UNDERSTAND CUSTOMER ENGAGEMENT

Use a dramatic arc to visualize the engagement of your personas during specific steps of the journey map, or how important an experience is to the customer.

ANALYZE CHANNELS OF COMMUNICATION

Website, face to face, telephone, ... With Smaply's customer journey mapping tool you can visualize what online and offline channels are used when customers interact with your product or service, and how these channels influence the overall experience.

A board with several lanes, marked by icons for mobile, face-to-face, phone, website; indicating channel usage of a customer
A board with several lanes, marked by icons for mobile, face-to-face, phone, website; indicating channel usage of a customer

COORDINATE BACKSTAGE ACTIVITIES

Add backstage lanes to analyze which internal and external stakeholders interact with customers, and what processes happen behind the scenes.

CREATE A LIVING HUB OF CX INSIGHTS

Upload files to enrich your customer journey map. Pictures, documents, tables, audio files and other resources help to add detailed information to each step and make your journey maps a hub for customer experience data.

Smaply's customer journey mapping tool allows you to link journeys with each others in hierarchies, creating a repository of insights and using it across teams and projects.

A board with several lanes, marked by icons for mobile, face-to-face, phone, website; indicating channel usage of a customer
A journey map is being filled up with project management tools and documents like spread sheets and Jira tickets.

MANAGE YOUR CX PROJECTS

Smaply's customer journey mapping tool helps you understand how CX projects are connected, and manage them online from one place.

Integrate project management tools like Jira and keep track of all initiatives across organizational silos.

Feed real-time data into your journey maps through the integration with Zapier and Google Spreadsheets.

the customer journey mapping tool for TEAMs

Share insights, collect feedback, and present results.

Have your team and stakeholders participate in the journey mapping process. Let others access your maps, see your changes in real-time and continue insightful discussions online.

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Multi-user access

Collaborate with your team members, together create customer journey maps online, share your knowledge and insights with each other.

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Comment mode

Pro Plan

Invite others to comment on your journey maps online and gather feedback from geographically dispersed teams.

Icon of a grid, indicating the option of multiple personas

Multiple personas

Compare the experiences of multiple personas in one journey map. Learn how and why their experiences differs and optimize your service accordingly.

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Live share

Basic Plan

Share read-only versions of your maps and let others follow changes your journey map in real-time.

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Simply drag & drop

Rearrange all the elements of the map, such as steps and lanes, by dragging and dropping them into place.

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Export

Export maps and personas to high resolution PDF, PowerPoint, Excel and PNG files to print, present and analyze.

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