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Learning, insights, case studies, and tools for customer experience design

Hot off the press

a visualization of cards that seem to be very flexible by drag & drop

Check out our brand new Smaply journey editor!

We recently launched a new editor with improved flexibility to respond to our users' wishes. It offers customizable swimlanes with flexible cards that makes collaboration on journey maps and journey management easy for you and your team.

Isabel Grillmayr

October 10, 2024

Service Design Global Conference 2024

Isabel Grillmayr

October 7, 2024

How to use customer journey analytics for improved decision-making

Kate Parish

September 26, 2024

Case study: recruiting truck drivers

Isabel Grillmayr

February 12, 2024

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symbols showing activities on an event on a turquoise background

Experience Research

How MPI (re)designed their flagship event

Ruud Janssen

July 17, 2019

a map with colorful dots visualizing touchpoints of visitors

Experience Research

Case Study: experience research in Central Park

Arushi Jaiswal

July 10, 2019

4 people standing in front of a brick wall, smiling into the camera.

Service Design

Best practice report: how service design methods helped HR managers focus on their employees’ needs

Katharina Rainer

May 29, 2019

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Journey Mapping

14 aspects to consider when opting for a journey mapping tool

Katharina Rainer

April 5, 2019

Marc Stickdorn smiling into the camera, a laptop and a microphone

Service Design

Podcast: Tools and ways on how to implement service design in large organizations

Marc Stickdorn

March 6, 2019

Company

Talking about customer experience, service design, and tools…

Katharina Rainer

March 2, 2019

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Journey Mapping

Case study: journey mapping in healthcare

Katharina Rainer

March 1, 2019

Company

Become a guest author

Katharina Rainer

February 28, 2019

plotted journey map hanging on a brick wall

Journey Mapping

Toolbox

How to facilitate a Customer Journey Mapping Workshop

Marc Stickdorn

December 6, 2018

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Experience Research

Case study: researching food habits in the Netherlands

Katharina Rainer

November 30, 2018

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Journey Mapping

Case study: developing a mobile app through journey mapping

Birgit Bosio

November 5, 2018

Service Design

Podcast: embedding service design in an organization

Marc Stickdorn

July 24, 2018

9 icons of participants with 3 in a red circle

Experience Research

Toolbox

9 tips how to invite your customers to participate in a CX research study

Birgit Bosio

June 1, 2018

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Experience Research

Case study: researching employee experience

Katharina Rainer

September 18, 2017

laptop showing the researcher interface of experiencefellow and smartphone showing the mobile interface for participants

Experience Research

How b2b research can benefit from mobile ethnography

Jen Birch

September 7, 2017

Journey Mapping

Podcast: applying service design to the homelessness issue

Marc Stickdorn

July 26, 2017

Journey Mapping

Case study: journey mapping in a global japanese electronics corporation

Katharina Rainer

July 11, 2017

symbols showing public services on a pink background

Experience Research

Case study: researching public services experience

Birgit Bosio

May 9, 2017

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Learning, insights, case studies, and tools for customer experience design

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