Service design, and specifically journey mapping, has huge potential to change the travel & tourism industry in a positive way. As individual suppliers harness the potential journey mapping offers, they can craft more compelling experiences for their guests. Whether approaches are applied to services in a small hotel, or within a large destination management organization (DMO), journey maps can be created to suit different contexts and use cases within the travel industry ..read more

In this webinar, we talked about how to manage customer experience across online and offline channels. The main question was what the challenge of omnichannel customer experience management is. Furthermore, we looked into the details of how you can research experiences beyond digital analytics. Also we will look into why qualitative data is so important and how you can manage experiences if they happen out of your reach. This series was initiated as a place for you to learn more about service design and journey mapping software. Our co-founder Marc Stickdorn and the Smaply team share their exp ..read more

As a software-as-a-service company that develops SaaS tools for journey mapping, this topic is at the very heart of our culture. Throughout the last few years, journey mapping has grown deeper and deeper into our daily routines, now we are using it along the entire business lifecycle, with the entire team, and not only on an operational level but also on a strategic level too. We have loads to tell about journey mapping in SaaS, however, we will try to balance this out and extract the most crucial points from this approach that we think are most relevant for other companies that provide entire ..read more

In this webinar, we talked about how to become a human-centered organization: What's the first step that you can take? What are challenges that you are likely to face? What are chances for first success moments? And who do you need to involve in the process ..read more

In this webinar, we talked about presenting customer journey maps: How to approach different audiences, how to tailor journey map details to stakeholder groups, and about types of visualizations and exports for different use cases. After watching this session, you’ll know how to use journey maps as boundary objects to bridge organizational and communicational silos ..read more

How do you know if your service design project has been successful? How do you prove if your changes and improvements had impact? How can you use numbers to convince others of the effect of prior service design activities so you get budget for the next ones? In this session, we'll talk about measuring service design, the horrible experiences NPS and driver analysis can cause, and the importance of impact controlling. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-measuring-service-design   Overview [2:35​] Introduc ..read more

Journey mapping and marketing go so much hand in hand that one might think it’s self-explanatory. But just like for any other person, also marketers sometimes have a hard time empathizing with customers. Customer journey mapping can help marketers to ensure they act for the customers’ sake and that it’s really the customer who’s in the focus of what they’re doing – rather than tools and processes. In this episode we discuss: - Customer journey mapping in the context of marketing - Questions to solve in marketing - How to create a journey map for marketing - Typical challenges of introducing jo ..read more

Like many other sectors, the world of banking is facing persistent pressure to innovate within a society undergoing rapid technological, environmental and social change. Due to these changes, the way we engage with banks and access money isn't the same as it was five years ago. Short: the customer experience in banking has changed – and it's highly likely it won't be the same five years from now into the future. In this session we discuss: - Customer journey mapping in the context of banking - Customer experience questions to solve in banking - How to create a journey map for banking? - Typica ..read more

In this session, we talked about the what and why of stakeholder maps, how to create and analyze them, and other types of system maps (value network maps and ecosystem maps). Also you'll get to know different use cases of stakeholder maps. Please find the video, transcript, screenshots and more resources on this episode onhttps://www.smaply.com/blog/ask-marc-stakeholder-maps   Overview [01:40] Introduction [07:25] Who should complete a stakeholder map? [09:30] How do stakeholder maps interact with other features of Smaply? [12:10] What are best practices for identifying stakeholders for d ..read more

NGOs have experience management in their DNA: the primary goal of both NGOs and experience designers is to make the world a better place. Journey mapping as a tool can support them in reaching this goal in a more structured way. Supporting people in need like children, elderly people, people with disabilities, people in economically poor regions, but also animal welfare, nature, and sustainability. The list of NGO types is a long one. However in this session, we take one component that unites many NGOs: they depend on a very limited budget and, hence, heavily rely on people who engage themselv ..read more