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Smaply helps public sector teams deliver better experiences across citizen and internal journeys.

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● Customer Journey Management Software

Understand and improve public-facing and internal journeys

Customer journey mapping helps public sector teams address complexity and deliver more inclusive services.

Map external and internal journeys

Visualize both citizen access and employee service delivery processes.

Reduce fragmentation

Spot overlapping or inconsistent touchpoints across agencies.

Support inclusive service design

Use personas to reflect equity, access, and language needs.

Foster cross-team collaboration

Enable departments to align around shared goals and experiences.

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leading brands

Ready to improve public sector experiences?

Smaply helps you map journeys, reduce barriers, and improve service outcomes. Start free or talk to us.

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Tools for mapping public sector journeys

Smaply supports public sector innovation with tools to coordinate, align, and improve services.

● Visualise your customer journey

Map full lifecycle journeys

Track end-to-end experiences from access to resolution.

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● Visualise your customer journey

Use personas for diverse needs

Reflect real-world challenges and service expectations.

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● Visualise your customer journey

Add data to journey stages

Link metrics like satisfaction or case handling times.

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● Visualise your customer journey

Collaborate across silos

Unite policy, service, and support teams with shared maps.

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Make your customer experience measurable

Track pain points, KPIs, and progress in one place to drive smarter, data-informed decisions.

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More features that make your life easier

● Map journeys with ease

Fast, flexible journey mapping

Easily create detailed journey maps with stages, touchpoints, emotions, personas, channels, and more - no design skills needed.

● Connect insights to action

Integrated insights

Link pain points, opportunities, and solutions directly on maps. Add context with research data and visualize impact at a glance.

● Tailor journeys by persona

Persona management

Map experiences for different personas and roles. Compare journeys to understand unique needs, expectations, and challenges.

● Monitor performance with data

Metrics & tracking

Bring in data from tools like Google Analytics, Power BI, or Excel. Track KPIs and monitor journey health with visual indicators.

● Work together in real time

Real-time collaboration

Work together across teams with live editing, comments, tags, and filters. Keep everyone aligned and engaged, no matter where they are.

● Organize and scale journeys

Structured portfolio view

Manage multiple journeys, personas, and insights in one place. Navigate from high-level overviews to detailed steps with journey hierarchies.

Take the first step toward better public sector delivery

Build more effective and accessible services. Try Smaply or connect with our team today.

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● From our Blog

June 17, 2025

Visualizing non-linear experiences on a journey map (branching)

Representing the multifaceted nature of user interactions is one of the most persistent challenges in journey mapping. While a journey map by definition illustrates one linear path of an experience, a group of real-world user journeys is rarely so straightforward, often presenting multiple ways to continue depending on user choices or external factors. Effectively visualizing these "branches" is crucial for gaining comprehensive insights and driving data-driven decisions.

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The Best Customer Journey Mapping Tools [Free & Paid]

Visualizing non-linear experiences on a journey map (branching)

Journey management for legal teams

Make public services more human and accessible

Understand and improve public-facing and internal journeys

Trusted by the world’s
leading brands

Ready to improve public sector experiences?

Tools for mapping public sector journeys

Map full lifecycle journeys

Use personas for diverse needs

Add data to journey stages

Collaborate across silos

Make your customer experience measurable

More features that make your life easier

Fast, flexible journey mapping

Integrated insights

Persona management

Metrics & tracking

Real-time collaboration

Structured portfolio view

Take the first step toward better public sector delivery

Visualizing non-linear experiences on a journey map (branching)

Make public services more human and accessible

Understand and improve public-facing and internal journeys

Trusted by the world’s leading brands

Ready to improve public sector experiences?

Tools for mapping public sector journeys

Map full lifecycle journeys

Use personas for diverse needs

Add data to journey stages

Collaborate across silos

Make your customer experience measurable

More features that make your life easier

Fast, flexible journey mapping

Integrated insights

Persona management

Metrics & tracking

Real-time collaboration

Structured portfolio view

Take the first step toward better public sector delivery

Visualizing non-linear experiences on a journey map (branching)

CX innovation tips and insights, right into your inbox!

Trusted by the world’s
leading brands