All Smaply Reviews
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Marcin
Verified reviewer
Management Consulting, 2-10 employees
Used monthly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2021
Quicker customer journey map development
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.
PROSSmaply 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.
CONSIt takes some time to upload graphics for Persona or CJM either from your computer or awaliable Smaply's collections.
Reason for choosing Smaply
Dedicated soft for this purpose.
Vendor Response
Hi Marcin, thanks for taking the time to review! We're happy you enjoy working with Smaply and appreciate your feedback :)
Replied October 2021
Marco
Design, 2-10 employees
Used weekly for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed September 2021
Smaply 3.0 awaited :)
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.
PROSVery solid user-experience structure. Quite a bug free app.
CONSUX: 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.
Reason for choosing Smaply
We're using both products
Vendor Response
Hi Marco, thanks for reviewing Smaply! We appreciate your honest feedback. Since you mentioned Smaply 3.0 in your review, we'd love to hear what you'd like to see there! As we're always keen on learning what would serve our users best, we'd like to invite you to our Usability Test Group. Would you be up for an interview with Zsofi, our head of research & customer success? If so, please drop us a line to mail@smaply.com. We'd be stoked to hear from you!
Replied October 2021
Henrik
Verified reviewer
Design, 501-1,000 employees
OVERALL RATING:
3
EASE OF USE
2
FUNCTIONALITY
2
Reviewed December 2019
Difficult UI
Seemed super easy at first, but when we got into details we struggled to maintain momentum. The poor experience was a blocker to us.
PROSAbility 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.
CONSThe 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.
Chris
Verified reviewer
Information Technology and Services, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
3
FUNCTIONALITY
3
Reviewed September 2021
Smaply for Customer Experience
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
PROSSimple to learn and use - very intuitive Extensive journey mapping coverage Collaboration
CONSNo 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
Reason for choosing Smaply
The design genesis of More than Metrics and its [SENSITIVE CONTENT] standing in the design community
Vendor Response
Hi Chris, we're glad you enjoyed working with Smaply! Thank you for your feedback on the pricing and collaboration. We just launched a new pricing and concerning the collaboration limitations, we're aware of that and improvements are on our roadmap. If you'd like to join our usability group, please get in touch via mail@smaply.com, we always appreciate feedback!
Replied October 2021
john
Information Technology and Services, 5,001-10,000 employees
Used monthly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2021
My Smaply Experiences
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.
PROSI love the ability to export various creations such as Journey Maps, Stakeholder Maps, and Personas to a pdf or ppt.
CONSI 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.
Reason for choosing Smaply
I chose smaply because I was getting my advanced design thinking certification and the book we used had affiliations with more than metrics making it easy to add the tool.
Vendor Response
Hi John, thanks for reviewing Smaply! We appreciate your honest feedback. We're always on the lookout for Usability Testers. Would you be up for an interview with Zsofi, our head of research & customer success? If so, please drop us a line to mail@smaply.com. We'd be stoked to hear from you!
Replied October 2021
Adam
Design, 2-10 employees
Used monthly for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2021
Smaply takes mapping seriously
I recommend Smaply to many of my consulting clients who understand that maps are not just a visiualisation: they are a strategic tool.
PROSUser level: Turns scrappy workshop outputs into attractive maps which are suitable for readers outside the "bubble" of the team – for example senior management, or research respondents. Strategy level: the nestable levels of mapping make Smaply suitable for the strategic use of maps as a management tool, coordinating the activities of multiple teams across multiple projects which impact experiences (Journey Map Ops).
CONSI wasn't fond of the pricing plans. The new version looks better.
Reason for choosing Smaply
Full disclosure: I am friends and occasional colleagues with the Smaply team. (I also have good relationships with the makers of other mapping software.) Nonetheless, Smaply simply does the job best, and takes you further. For me it's the most professional option, a great strategic management tool – and is already useful at team level.
Reasons for switching to Smaply
Smaply gets better outputs faster. Smaply is a management tool, not just a visual tool.
Ezequiel
Banking, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
FUNCTIONALITY
3
Reviewed September 2021
Customer journeys deployment
The ease of use and the templates to start building CJM
CONSThe lack of templates when exporting to ppt.
Vendor Response
Thank you very much for your comment, Ezequiel!
Replied October 2021
Gerry
Design, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2021
The best Journey Mapping tool hands down
Fantastic. It's a brilliant company who get what I try to do with organisations. I see them as partners in many ways.
PROSThe standardized way of working. The guided approach to doing things.
CONSLack of tablet functionality but must of the work is desktop based anyway
Enrique
Banking, 201-500 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
4
Reviewed September 2021
Solid product
Overall great tool and it has been helpful for our Org. I wish it allowed for greater creativity but like I titled my review, Solid Product
PROSGreat product, easy way to display multiple journeys and channels at the same time. You can see a lot of data at once.
CONSI wish it allowed for more creativity and flexibility. Feel it is ridged and if you can’t do it within the structure they present it is hard to do.
Vendor Response
Hi Enrique, it's great to hear that you enjoy working with Smaply. Thank you for your feedback. We're aware that there are some limitations concerning flexibility, we're working on that and will launch some improvements soon!
Replied October 2021
Kanishka
Verified reviewer
Insurance, 5,001-10,000 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed November 2019
Great user based analytics and great UI
Overall experience was not too great but not too bad because the UI is great which is the first thing that attracts the user and also the journey mappings feature is quite attractive . And the advanced user based analysis is impressive
PROSGreat customer experience with amazing UI and great journey mappings with the solutions to create different personas. vizualising and mapping of the customer behaviour
CONSThe Dashboard is very much cluttered and too messy and also there is no mobile app support and no desktop app support.
Ayush
Insurance, 5,001-10,000 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed November 2019
Good retrospective Software to reflect on customers journey
As it is unique in it's domain so there is a scope of this software where it can reach to a wider network. So focusing on small small areas such as making the UI more user friendly and mapping it to real time experience will work wonders for the application.
PROSI found this as one of it's kind in this domain. The way the software mapped the entire journey of a day was quite interesting to see. As a customer can visualize their entire day and then work upon it, depending upon the time they were feeling low or depressed.
CONSPersona templates are not that great, orientation customization can be improved upon, No real time plugins are there to support user mapping as there are in various applications.
Ashish
Verified reviewer
Internet, 10,000+ employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
4
Reviewed April 2019
Visualising customer experience made easy
The ultimate tool to Create, share and present your customer journey maps, personas and stakeholder maps.
PROSOne of the best tools to visualize and digitize customer journey map, it's easy to build and share with team and stakeholders. For remote teams, it is super useful to collaborate and share insights from the research. It is also easy to build persona and mapping stakeholders which are super important to gain empathy. I also like the export feature if you don't want to invite everyone to collaborate or need it for offline viewing and print.
CONSNothing so far works well as expected.
Athina
Research, 201-500 employees
Used monthly for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2021
Customer journey mapping
Using it mainly for research purposes and mapping of customer journey of users.
PROSVery easy to visually show the customer journey, combining the processes with emotions at various points in time. Also, the fact that many different personas can be incorporated in the same view is very useful for comparisons.
CONSSometimes, at least in my case, the customer journey consists of many steps thus creating a very long map. Visually in smaply this means to keep scrolling towards the right hand side and when this is printed in a pdf it is a very difficult map to understand (and fit in an A4 page). Maybe the option to be able to break down the map would help?
Vendor Response
Hi Athina, thank you for taking the time to review! We appreciate the feedback. It's great to hear that you like working with Smaply. About the length of your journeys - there are two options, either A4 formats (will probably result in many pages) or if you have a plotter available, this will most probably be the nicest option.
Replied October 2021
Ronald
Utilities, 5,001-10,000 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed October 2020
A good tool for making customer journey maps
Smaply is a very good tool for making detailed customer journey maps. To compete with other providers I wish they had some more options to customize the maps though.
PROSSmaply is very easy to use and the company has good customer service. Whenever I had questions they were answered quickly and friendly. Also the cost is pretty low.
CONSI missed some options for customizing the journey maps and the look and feel of the maps could be better, they are not very well suited for sharing and presentations.
Anonymous
10,000+ employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
4
FUNCTIONALITY
5
Reviewed March 2022
Clean and neat
Very easy to use journey mapping tool, i find it useful to both create and share journey maps.
PROSIt's great for creating journey maps, it has very useful templates and you can edit and cutomize you own projects. I like the storyboard features where yo can import images within the journey map. When exported, journey maps, are visually attractive and esaily understood.
CONSI believe there are tiny details that can be improved. in some fields you are requiered to: clic, edit, and then type, i think it would be faster if you just clic and edit right away.
Reasons for switching to Smaply
I think SMAPLY delivers a "more formal" format
Ghita
Nanotechnology, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2021
Good job
The software is really use to use with a lot of features
CONSThere is no rewind button. If you delete something it's gone
Vendor Response
Hi Ghita, thanks for the review! We are aware that the lack of an undo button may cause frustration! It is on our roadmap.
Replied October 2021
Birgit S.
Verified reviewer
Design, 51-200 employees
Used monthly for less than 6 months
OVERALL RATING:
3
EASE OF USE
2
FUNCTIONALITY
4
Reviewed December 2021
Minimal Joy of Use
Student groups who were learning the methods of lean user research found the UI too complicated.
PROSThe promise of an overall view of user-centred Design stages ist wonderful. The link between personas and stakeholder-maps is useful and I think a few iterations down it could be a really powerful tool.
CONSA big minus is the UX/UI. You basically took all the life out of the methods you tried to ease. In our test, it was not possible to engage students with the platform, because the UI seems more like filling out grey and lonely forms. The design is very narrow and not at all playful, generous and inspiring. You should be aware of this and take care of it, because all the methods you promote are more storytelling than burocracy.
Vendor Response
Hi Birgit, thank you for your feedback. We are very sorry that Smaply wasn't able to serve you better. We appreciate your feedback very much and will work on the UI and UX a lot in the upcoming months, to make it more flexible. We hope to improve Smaply in a way that solves you challenges as well!
Replied December 2021
Matt
Sporting Goods, 2-10 employees
Used weekly for less than 12 months
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
3
CUSTOMER SUPPORT
2
FUNCTIONALITY
3
Reviewed September 2021
Review
neutral
PROSThe software was easy to use and understand
CONSThe user interface was rather clunky and dated
Reason for choosing Smaply
investor required
Vendor Response
Thank you for your review, John! We're currently working on the interface and hope we'll have some improvements for you soon :)
Replied October 2021
Jacob
Farming, 201-500 employees
Used weekly for less than 6 months
OVERALL RATING:
4
EASE OF USE
2
VALUE FOR MONEY
2
CUSTOMER SUPPORT
5
FUNCTIONALITY
2
Reviewed September 2021
Great concept but poor execution
The concept is great however the product needs more flexibility.
PROSThe concept is great and the support documentation is useful
CONSThe limited flexibility with features makes it difficult to use for multiple purposes
Vendor Response
Hi Jacob, thank you for your feedback. We're aware that there are some limitations concerning flexibility, we're working on that! If you're interested to join our usability group, please get in touch via mail@smaply.com.
Replied October 2021