The key UX toolkit

User Journey Mapping: tools for seamless user experience

User journey tools help to understand UX, design user journeys considering pain points, and improve your users' experience and loyalty.

Create user journey map

A graphic illustration of a journey map with two person icons, separate cards, and an emotional graph

Example journey map

User journey mapping: an example

This is what a user journey map can look like. On the map you'll find various pieces of relevant information that can be relevant when analyzing UX: the flow of job stories, user satisfaction rating, a user's feelings at each step, and more. Use this as inspiration or as a template for your own case.

Expand example journey map

User journey mapping tools for seamless experiences

Pure web tracking doesn't tell you everything. User journey maps and other user-centered tools help to gain a holistic understanding of UX, both online and offline, and in the moments that can’t be tracked by a machine.

Experience

Journey maps

User journey maps help to understand how your users go through your service, step by step. What are the moments of success? What are the pain points along the journey that need better UX design?

Learn more about the journey map tool

Empathy

Personas

Visualizing user personas makes it easier for you and your team to better understand the needs of the target users. What are their needs? What are their skills? Resulting from these insights, you can shape journeys that perfectly match with different people's predispositions.

Learn more about the personas tool

Context

System maps

Create a common understanding of who is involved in your service delivery and needs to be considered when going through an UX innovation phase. What are other services they use? How do your partners impact the experience?

Learn more about the system map tool

Features

Share UX insights, collect feedback, present your results.

With the user journey mapping tool on Smaply, your entire team and usability testers can participate in the innovation process: they can follow the progress in real time, share feedback, and have discussions on each single moment of the user journey.

Multi-user access

Collaborate with your team members on your journey map and share your knowledge and insights with each other.

Comment mode

Pro Plan

Invite others to comment on your journey maps. Have online discussions with geographically dispersed teams.

Multiple personas

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

Live share

Basic Plan

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

Drag & drop all the things

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

Export

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

Customer centricity

Establish a common customer-centric language across your organization with personas and journey maps.

White labeling

Custom branding and subdomain for a consistent look & feel supports easier adoption across your organization.

Overview multiple agile teams

Using the same cloud-based tool allows you to jump between different zoom levels of journey maps and identify which CX projects support or contradict each other.

Business impact

Many studies show that improving customer experience has a positive impact on customer loyalty, churn, and revenue growth.

Training & coaching

We can train your teams and help you as a sparring partner to scale customer-centricity in your organization.

Standardize journey maps

Increase speed and accessibility of journey maps across your organization. Reuse data from previous CX projects and build on top of previous research.

How to benefit from user journey tools: best practice example

Check out these articles about how creating user journey maps helps to understand and improve user experience.

From our blog

Customer journey mapping in SaaS: innovating software experiences

As a software-as-a-service company that develops SaaS tools for journey mapping, this topic is at the very heart of our culture. Throughout the last few years, journey mapping has grown deeper and deeper into our daily routines, now we are using it along the entire business lifecycle, with the entire team, and not only on an operational level but also on a strategic level too.

Author

Klaus Schwarzenberger

From our blog

What is Customer Journey Management and how to get started?

Effective customer journey management is vital for businesses to remain competitive and relevant in today's market. It helps to optimize every step of the customer journey and thus ensuring customer satisfaction, building brand loyalty, and driving revenue growth. In this article, you learn the basics of customer journey management: What is customer journey management? Why is it so important? What are the tasks and skills of a customer journey manager? And what are essential tools for customer journey management?

Author

Katharina Rainer

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