Use customer 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 online 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. Smaply is a tool to create customer journey maps and analyze their experience, step by step. You can add various important details of each touchpoint and visualize your customer's journey using images, texts, emotions, channels of communication etc.
Categorize your customer 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. Customize text lanes to note down problems, ideas, opportunities, or anything else that is relevant for a specific experience.
Storyboards enable you to connect and empathize with the persona’s experience. Upload your own images in the form of photos, screenshots or sketches, or choose from Smaply's image gallery.
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, or how important an experience is to the customer.
Website, face to face, telephone, ... With Smaply's customer journey mapping tool you can visualize what online and offline channels are used when customers interact with your product or service, and how these channels influence the overall 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.
Smaply's customer journey mapping tool allows you to link journeys with each others in hierarchies, creating a repository of insights and using it across teams and projects.
Smaply's customer journey mapping tool helps you understand how CX projects are connected, and manage them online 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.
Together with Marc Stickdorn, co-founder of Smaply and expert in service design, we put together a step-by-step guide on how to create a customer journey map. Additionally, at the end of this guide, you get some hands-on tips to make your journey maps even more insightful.
Have your team and stakeholders participate in the journey mapping process. Let others access your maps, see your changes in real-time and continue insightful discussions online.
Collaborate with your team members, together create customer journey maps online, share your knowledge and insights with each other.
Invite others to comment on your journey maps online and gather feedback from 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.