Introduction to digital journey mapping with Smaply

Create your own journey map on www.smaply.com

A short slide deck that introduces you to the journey mapping tool Smaply, the basic methods and the features.

It shows how to use Smaply and get from pen and paper workshops to professional journey mapping presentations. See how to create personas and stakeholder maps with Smaply and how to include others in your work.

The deck can help you to get an overview on Smaply and pitch it to your team or boss.

1. INTRODUCTION TO

SMAPLY

3. VISUALIZE CUSTOMER EXPERIENCE RESEARCH CUSTOMER EXPERIENCE

4. “CUSTOMER EXPERIENCE IS THE NEW BATTLEFIELD”*
89% of companies expect to compete mostly on the basis 

of customer experience by 2016 – vs. 36% four years ago.
Gartner Research, 2015
Poor customer experiences result in an estimated $83 Billion loss 

by US enterprises each year because of defections and abandoned purchases.
Forbes, 2013
86% of consumers will pay more for a better customer experience.

RightNow Customer Experience Impact Report, 2011
* Gartner Research, 2015

5. 1. PEN AND PAPER 2. DIGITIZE & COLLABORATE 3. EXPORT, SHARE & PRESENT
WHAT CAN SMAPLY OFFER?

6. ▶Digitize workshop results quickly
▶Present in a professional way
▶Keep track of your progress and changes in a central place
▶Evolve customer experience overtime
WHAT CAN SMAPLY OFFER?

7. FEATURES

8. PERSONAS
▶Build empathy with your customers
▶Focus on needs, fears, any relevant aspects
▶Enrich your persona using images

9. JOURNEY MAPS
▶Identify pain points and opportunities
▶Use rich visualisations 

emotional journey, channels, backstage processes

10. ▶Clarify who is involved in your project
▶Identify key stakeholders for your business
▶Determine who is influencing whom
STAKEHOLDER MAPS

11. EXPORT AND PRESENT YOUR RESULTS

12. EXPORT

13. EXPORT

14. EXPORT

15. Smaply enables you to quickly invite 

others to comment on a journey map.
COLLABORATE WITH SMAPLY

16. THANK YOU
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