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Customer Journey Map

Lanes and columns

Here you learn about lanes, columns and different card types, and how some show a slight divergence in behavior.

Adding lanes or columns: Hover between two columns or lanes, and a blue line will appear, allowing you to add new elements.

blue plus sign in between two columns, visualizing that one can add a column here

Managing lanes or columns: click the three-dot menu to move or delete lanes and columns.

Features for lanes:

  • Change background color
  • Pin lane to the top of your journey map
  • Move lanes, also via drag-and-drop
  • Add a lane description
formatting options for lanes, black box on grey background

Lanes are of a specific type, such as text lanes, stage lanes, and more. Cards added to a lane will automatically have the same type as the lane. However, cards of any type can be placed into lanes of any type.

Lane type: Emotion chart  

The Emotion chart, as the name suggests, is used to display the emotional journeys of either personas or non-personas. Emotions are represented as dots on a 5-point Likert scale ranging from -2 to +2. You can add as many emotional journeys to your chart as you like, allowing for detailed comparison.

Lane type: Grid

Use the Grid to build channels or tables of any kind. The Grid is made up of sub-lanes, also known as swim lanes, making it ideal for displaying channels. You can place cards of any type into the Grid, providing a flexible way to organize and visualize different aspects of your journey map.

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● Smaply 3.0 Helpdesk

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