Customer journey mapping tool

Use our 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 customer's shoes to understand his needs, pain points and feelings.

Image cards in a sequence with smileys along a graph underneath, indicating a generic journey map
Customer journey maps

Understand customers' experiences, step by step

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.

UNDERSTAND EVERY STEP

Categorize your journey map into different stages. Map out steps and touchpoints to understand each situation your persona experiences.

HIGHLIGHT IMPORTANT FACTS, PROBLEMS OR IDEAS

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.

VISUALIZE SITUATIONS

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.

ADD ICONS AND PICTOGRAMS

Business Plan

Use our image gallery to add images or chose from different icons and pictograms using our Noun Project integration.

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

MANAGE CUSTOMER SATISFACTION

Illustrate your customer's satisfaction with using an emotional journey lane. It helps you to discover moments of excitement and pain points.

Animated GIF of a graph with three nodes, turning from rhombus to smileys

UNDERSTAND CUSTOMER ENGAGEMENT

Use a dramatic arc to visualize the engagement of your personas during specific steps of the journey map.

ANALYZE CHANNELS OF COMMUNICATION

Visualize what online and offline channels are used when customers interact with your product or service, 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

COORDINATE BACKSTAGE ACTIVITIES

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

CREATE A LIVING HUB OF CX INSIGHTS

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 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 insights, collect feedback, and present results.

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.

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Multi-user access

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

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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 how and why their experiences differs and optimize your service accordingly.

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Live share

Regular Plan

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

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

Create seamless customer experiences
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