Smaply lets organizations see and understand what's an overall experience of their customers, see their service as proces with stages, touchpoints and moments of truth. Helps employees understand their role in the whole services and generates a lot of impulsed for change and innovation. It is a kind of proof for management supporting decision making.

Smaply is a simple online service that's focused on CJM development with support for Personas, Stakeholders and Stakeholders Maps. It is easy to add data to the map, manage it and export to huge pdf documents that can be either printed or manipulated further with different software.

It takes some time to upload graphics for Persona or CJM either from your computer or awaliable Smaply's collections.

At the end of the day Smaply is a very effective design tool that let's you share a vision of what I consider a "too much static" idea of what a user experience is. Thing is, ok, you've done your job, the user experience is well designed but it's all very "static"; what if I design 30 to 40 user journeys, how do I go looking for patterns? What if I design several Service Blueprints and I want to know how this or that company capability is involved? How do I search for data if what I get is just a beautiful drawing? Right now we design user journeys on Google Sheet in order to get a more "data" format the can be filtered and visualize with charts and stuff like that.

Very solid user-experience structure. Quite a bug free app.

UX: quite old fashioned, not so easy to interact with, it should be updated. Integrations: that should be improved, videos, prototypes, live data from analytics should all be rendered in the preview mode. Richer icons and image libraries. No data structure: the data user generates and input into the lanes should be reusable; they should be some sort of entries from a db (ie. Airtable) in order to let user structure more flexible outputs (ie. markdown); putting together a db data structure and the user journey/service blueprint views would let Smaply be quite the definitive tool. Add "User flow" (with branches) as a new way to design a more mobile app/website/digital application user experiences.

Seemed super easy at first, but when we got into details we struggled to maintain momentum. The poor experience was a blocker to us.

Ability to build both Customer Journey Maps, Personas as well as Stakeholder Maps. The latter part gives a super useful high level picture of the relationship between parties.

The UI is super old looking and not that inspiring. Personas are a bit cumbersome to use and CJM tool is completely in the woods. We rejected the tool due to the complexity of the CJM tool.

The development of an understanding of customer experiences today for a persona and the development of a vision that addresses the main pitfalls and aims for strong, consistent experiences

Simple to learn and use - very intuitive Extensive journey mapping coverage Collaboration

No persona templates so a lot of repetitive data entry required Collaboration can lock you out of models. Multiple parties cannot collaborate simultaneously Pricing is on the steep side

Smaply has been a great tool to help our team build use-cases and develop our customer presentations. I am still hopeful that more advancements will come because there are other tools out there that are starting to gain momentum and I would rather not switch. Overall I look at Smaply as a tool in my toolbox and it's nice to be able to pull up a journey map or project from the past when looking at new opportunities to sell Avaya Products and Services.

I love the ability to export various creations such as Journey Maps, Stakeholder Maps, and Personas to a pdf or ppt.

I think the journey map portion is still a little too hard to read. I use this tool for sales presentations and not to actually create a service design model so maybe dumb it down a little and offer more "pre-canned" maps to make it easier.