Smaply
About Smaply
A new era of journey management is here! Smaply helps organizations of all sizes and industries to manage their customer experience. A dedicated tool for journey management solves many pain points that occur when using whiteboard tools.
Besides personas as the basis to build customer or user journey maps, Smaply also comes with state-of-the-art journey management functionalities. Build your maps in a flexible and intuitive editor, that makes it easy to cluster steps in stages, expand cards over multiple columns, add text, image, emotions and KPIs to a map, as well as opportunities, pain points and solutions. These are then reflected in the portfolio graph, which helps to keep an overview and prioritize. Metrics and KPIs are visualized besides pain points and opportunities. This support you in making informed decisions.
Moreover, Journey Management functionalities include granular user roles, comments on cards, and hierarchies to keep track of the progress in your CX strategy. By being certified with ISO 27001:2022, SOC2 and by being fully GDPR compliant we are ready for enterprises that are keen on moving quickly with procurement. We also offer SSO and hosting on dedicated instances. To advance your team in the methodology of design thinking, customer experience and more, we include trainings and coaching hours in some plans.
Robust realtime collaboration to conduct workshops remotely, Journey Performance indicator to monitor the performance of your maps, and exporting are some other benefits you have when using Smaply.
We offer tools and knowledge for (future) experience innovators to embed and scale customer centricity in your organization. Founded by the main author of the design and business bestsellers “This is Service Design Thinking” and ‘This is Service Design Doing’, we practice what we preach and apply service design to develop our tools together with our users.
Smaply is made for journey mapping and journey management. It enables you to work flexibly and customize the structure of your journey maps in a flexible and user-friendly editor – simply create maps the way you want them to be.
Manage customer experience with a complete, yet simple overview of all CX projects going on in an organization and make Smaply the central, accessible, and insightful hub for all your CX endeavors. Easily evaluate and prioritize touchpoints, pain points, and opportunities.
The Smaply blog provides you with in-depth knowledge about customer-centered innovation.
You can find interviews with various experts in the field, as well as case studies, guides, and much more. There’s a wide variety to be found on the blog, ranging from trending topics in service design and customer experience, as well as tutorials, and industry-specific content.
Key benefits of Smaply
Flexible and intuitive editor | Opportunities, pain points and solutions | Portfolio graph | Metrics and KPIs | granular user roles | comments on cards | journey map hierarchies | ISO 27001:2022 | SOC2 | GDPR | SSO | hosting on dedicated instance | Coaching & training | real-time collaboration | export functionalities | Journey Performance Indicator
Images
Not sure about Smaply?
Compare with a popular alternative
Starting Price
Pricing Options
Features
Integrations
Ease of Use
Value for Money
Customer Service
Alternatives
UXPressia
Miro
Primary
Exeevo Omnipresence
Reviews
Already have Smaply?
Software buyers need your help! Product reviews help the rest of us make great decisions.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
Smaply for Customer Experience
Reviewed on 2021/09/24
The development of an understanding of customer experiences today for a persona and the development...
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
Pros
Simple to learn and use - very intuitive
Extensive journey mapping coverage
Collaboration
Cons
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
Response from More than Metrics
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 [email protected], we always appreciate feedback!
- Industry: Design
- Company size: Self Employed
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Probably the best customer journey mapping platform out there
Reviewed on 2025/02/23
For a midsize financial services I lead a project to capture the total As-Is journey. Keeping the...
For a midsize financial services I lead a project to capture the total As-Is journey. Keeping the document current is the number 1 goal. Smaply makes that a doddle. It's worth saying that [sensitive content hidden] is very helpful.
Pros
Ease of setting up your own custom swimlanes
Cons
Sharing - a few more options would be great
Alternatives Considered
MiroReasons for Switching to Smaply
Designed for purpose, rather than a generic design toolResponse from More than Metrics
Hi Jonathan,
it's great to hear you enjoy working with Smaply! I will forward your request about sharing options to our Product team. Let us know if there's anything we can support you with, or what you need. It's important to us to build our product in a way our users need it.
Kind regards,
Isabel
- Industry: Design
- Company size: 501–1,000 Employees
- Used Daily for Free Trial
-
Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 4.0 /10
Difficult UI
Reviewed on 2019/12/03
Seemed super easy at first, but when we got into details we struggled to maintain momentum. The...
Seemed super easy at first, but when we got into details we struggled to maintain momentum. The poor experience was a blocker to us.
Pros
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.
Cons
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.
Alternatives Considered
UXPressia- Industry: Design
- Company size: 2–10 Employees
- Used Weekly for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Smaply 3.0 awaited :)
Reviewed on 2021/09/24
At the end of the day Smaply is a very effective design tool that let's you share a vision of what...
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.
Pros
Very solid user-experience structure.
Quite a bug free app.
Cons
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.
Alternatives Considered
PrimaryReasons for Switching to Smaply
We're using both productsResponse from More than Metrics
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 [email protected]. We'd be stoked to hear from you!
- Industry: Design
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
The best Journey Mapping tool hands down
Reviewed on 2021/10/06
Fantastic. It's a brilliant company who get what I try to do with organisations. I see them as...
Fantastic. It's a brilliant company who get what I try to do with organisations. I see them as partners in many ways.
Pros
The standardized way of working. The guided approach to doing things.
Cons
Lack of tablet functionality but must of the work is desktop based anyway
Smaply FAQs
Below are some frequently asked questions for Smaply.Q. What type of pricing plans does Smaply offer?
Smaply offers the following pricing plans:
- Starting from: €0.00/year
- Pricing model: Free Version, Subscription
- Free Trial: Not Available
Pricing is based on a yearly subscription with 4 tiers determined by number of editors.
Q. Who are the typical users of Smaply?
Smaply has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Smaply support?
Smaply supports the following languages:
English
Q. Does Smaply support mobile devices?
Smaply supports the following devices:
Q. What other apps does Smaply integrate with?
Smaply integrates with the following applications:
Google Sheets, Microsoft Excel, Miro, Mural
Q. What level of support does Smaply offer?
Smaply offers the following support options:
Email/Help Desk, Knowledge Base, Phone Support
Related categories
See all software categories found for Smaply.
Customer Experience Software
