Customer journey maps

Visualize the customer journey with all its relevant details
and understand your customer’s experience.

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

One step at a time

Steps are the cornerstone of journey maps in Smaply: each step describes an experience of your customer. Attach different kinds of details to a step, such as images, texts, emotional values, files, or anything you need to shed more light on your customers’ experience.

STEPS AND STAGES

Clarify steps, describe situations and keep the overview by categorizing in stages.

TEXT DESCRIPTIONS

Add detailed descriptions and highlight the most important facts of each step of the journey.

STORYBOARD

Include a storyboard to connect and empathize with the persona’s experience.

IMAGE GALLERY

Business Plan

Add detailed descriptions and highlight the most important facts of each step of the journey.

A sequence of three images to inform a storyboard: speech bubbles, woman with smartphone, hands on smartphone
Animated GIF of a graph with three nodes, turning from rectangles to smileys

EMOTIONAL JOURNEY

Illustrate customer satisfaction with the emotional journey lane.
Discover moments of excitement and pain points.

Animated GIF of a graph with three nodes, turning from rhombus to smileys

DRAMATIC ARC

Include a storyboard to connect and empathize with the persona’s experience.

CHANNEL LANE

Visualize what online and offline channels influence the customer journey.

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

BACKSTAGE LANE

Add backstage processes to create a service blueprint and analyze which internal and external stakeholders interact with customers and what processes happen behind the scenes.

FILE LANE

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

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

Share, collect feedback, and present.

Include your team and stakeholders into the journey mapping process. Let others access your maps, let them see your changes in real-time and have discussions on steps.

Icon showing a group of users

Multi-user access

Invite your team members to collaborate on your journey map and make direct changes on the project.

Icon of speech bubbles indicating comment mode

Comment mode

Business Plan

Invite others to comment on your journey maps. Have online discussions with 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 at what point experiences differ and why.

Icon of a swooshy arrow, indicating sharing functionality

Live Share

Regular Plan

Send people a sharing link and let them see your journey map and follow changes in real-time.

Icon of arrows in all directions, indicating drag & drop functionality

Drag & Drop all the things

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

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Export

regular Plan

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

Create seamless customer experiences
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