Smaply

Smaply for Customer Experience

Kommentarer: 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

Fordeler:

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

Ulemper:

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 3.0 awaited :)

Kommentarer: 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.

Fordeler:

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

Ulemper:

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.

Difficult UI

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

Fordeler:

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.

Ulemper:

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 best Journey Mapping tool hands down

Kommentarer: Fantastic. It's a brilliant company who get what I try to do with organisations. I see them as partners in many ways.

Fordeler:

The standardized way of working. The guided approach to doing things.

Ulemper:

Lack of tablet functionality but must of the work is desktop based anyway

Quicker customer journey map development

Kommentarer: 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.

Fordeler:

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.

Ulemper:

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

My Smaply Experiences

Kommentarer: 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.

Fordeler:

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

Ulemper:

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.

Solid product

Kommentarer: 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

Fordeler:

Great product, easy way to display multiple journeys and channels at the same time. You can see a lot of data at once.

Ulemper:

I 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.

Smaply takes mapping seriously

Kommentarer: I recommend Smaply to many of my consulting clients who understand that maps are not just a visiualisation: they are a strategic tool.

Fordeler:

User 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).

Ulemper:

I wasn't fond of the pricing plans. The new version looks better.

Visualising customer experience made easy

Kommentarer: The ultimate​ tool to Create, share and present your customer journey maps, personas and stakeholder maps.

Fordeler:

One 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.

Ulemper:

Nothing so far​ works well as expected.

Clean and neat

Kommentarer: Very easy to use journey mapping tool, i find it useful to both create and share journey maps.

Fordeler:

It'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.

Ulemper:

I 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.

Customer journeys deployment

Fordeler:

The ease of use and the templates to start building CJM

Ulemper:

The lack of templates when exporting to ppt.

Great user based analytics and great UI

Kommentarer: 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

Fordeler:

Great customer experience with amazing UI and great journey mappings with the solutions to create different personas. vizualising and mapping of the customer behaviour

Ulemper:

The Dashboard is very much cluttered and too messy and also there is no mobile app support and no desktop app support.

Good job

Fordeler:

The software is really use to use with a lot of features

Ulemper:

There is no rewind button. If you delete something it's gone

Customer journey mapping

Kommentarer: Using it mainly for research purposes and mapping of customer journey of users.

Fordeler:

Very 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.

Ulemper:

Sometimes, 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?

Good retrospective Software to reflect on customers journey

Kommentarer: 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.

Fordeler:

I 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.

Ulemper:

Persona 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.

Minimal Joy of Use

Kommentarer: Student groups who were learning the methods of lean user research found the UI too complicated.

Fordeler:

The 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.

Ulemper:

A 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.

A good tool for making customer journey maps

Kommentarer: 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.

Fordeler:

Smaply 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.

Ulemper:

I 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.

Review

Kommentarer: neutral

Fordeler:

The software was easy to use and understand

Ulemper:

The user interface was rather clunky and dated

Great concept but poor execution

Kommentarer: The concept is great however the product needs more flexibility.

Fordeler:

The concept is great and the support documentation is useful

Ulemper:

The limited flexibility with features makes it difficult to use for multiple purposes