Customer journey mapping tool

Use our journey mapping software to create and visualize your professional customer journey: Make intangible interactions visible over time 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 and touchpoints, 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. Use more text lanes to note down problems, ideas, projects on the roadmap or anything else that is relevant for a step.

STORYBOARD

Include a storyboard to connect and empathize with the persona’s experience. Upload your own images to have people instantly understand a specific moment.

IMAGE GALLERY

Business Plan

Add detailed descriptions and highlight the most important facts of each step of the journey. Add images for the Smaply image gallery, or use the Noun Project integration to add icons and pictograms.

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

Visualize the rhythm of an experience and understand how engaged your customers are at specific steps.

understand channel usage

Visualize what online and offline channels are affected along the customer journey, and how these channels influence the customers' 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

analyze backstage processes

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

create a real repository

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.

Together with the journey map link lane you can create a repository of insights and use 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
WORK WITH YOUR TEAM

Share, collect feedback, and present.

Involve 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.

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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.

Icon of multiple paper sheets, indicating export functionality

Export

regular Plan

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

Create seamless customer experiences
Develop your journey maps, personas, stakeholder maps – 14 days free.
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