Use 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 and step into your customers' shoes to understand their needs, pain points and feelings.
Different customers might have different experiences with your product or service at different points in time. By creating a customer journey map you can analyze the experience of different personas along every step of the journey. With Smaply you can add various details to each step in order to visualize your customer's journey: images, texts, emotions, channels of communication etc.
Categorize your journey map into different stages. Map out steps and touchpoints to understand each situation your persona experiences.
Use text descriptions to add rich information and highlight the most important facts of each step of the journey. Use more text lanes to note down problems, ideas, projects on the roadmap or anything else that is relevant for a step.
Storyboards enable you to connect and empathize with the persona’s experience. Upload your own images, or use Smaply's image gallery to have people instantly understand a specific moment.
Use the image gallery to add images or chose from different icons and pictograms using Smaply's Noun Project integration.
Illustrate your customer's satisfaction with using an emotional journey lane. It helps you to discover moments of excitement and pain points.
Use a dramatic arc to visualize the engagement of your personas during specific steps of the journey map.
Visualize what online and offline channels are used when customers interact with your product or service, and how these channels influence the customers' experience.
Add backstage lanes to analyze which internal and external stakeholders interact with customers and what processes happen behind the scenes.
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.
Together with the journey map link lane you can connect journey maps with each others in hierarchies, create a repository of insights and use it across teams and projects.
Understand how CX Projects are connected and manage them 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.
You may have heard about journey maps and how they are powerful tools for organizations to answer that question appropriately. This article takes you on a walk through the field: What is the customer journey? How to create a journey map? What's the future of journey mapping?
Have your team and stakeholders participate in the journey mapping process. Let others access your maps, let them see your changes in real-time and have discussions on steps.
Collaborate with your team members on your journey map and share your knowledge and insights with each other.
Invite others to comment on your journey maps. Have online discussions with geographically dispersed teams.
Compare the experiences of multiple personas in one journey map. Learn how and why their experiences differs and optimize your service accordingly.
Share read-only versions of your maps and let others follow changes your journey map in real-time.
Rearrange all the elements of the map, such as steps and lanes, by dragging and dropping them into place.
Export maps and personas to high resolution PDF, PowerPoint, Excel and PNG files to print, present and analyze.