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Smaply: Product updates, Customer stories, and Insights | 2026 Cuspera

Name: Smaply
Brand: Smaply
Rating: 4.17 (137 reviews)

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(137)

Customer stories

Smaply helped Deutsche Telekom drive innovation by using journey mapping and service design. The company empowered internal CX navigators to promote a customer-centered mindset. Teams dedicated 30% of their time to service design projects. This approach led to positive feedback and cultural change. Deutsche Telekom won the Service Design Network award for systemic and cultural change.
Smaply journey mapping helped a US university's graduate public health program address student retention. Students used journey mapping to analyze curriculum, financial, and social challenges. They interviewed current and former students, reviewed university data, and applied strategic planning tools. The project led to actionable insights, including expanding orientation programs and creating KPIs to track improvements. Students learned to apply service design and empathy in healthcare education.
Smaply helped Community Empowerment Lab design a model to scale Kangaroo Mother Care in rural India. The team mapped patient and stakeholder journeys to improve collaboration and understanding. They used stakeholder mapping, personas, and journey mapping to find pain points and opportunities. The project aimed to provide Kangaroo Mother Care to 80% of target newborns. It was selected as a national best practice in July 2017.
Smaply helped Bayer improve employee experience by mapping user journeys and identifying pain points. The team found employees struggled with too many platforms, overwhelming annual tasks, and confusing naming conventions. They used journey mapping, research, and workshops to design solutions. Bayer launched an HR calendar and a one-start-shop hub for resources, making it easier for employees and managers to navigate processes and complete tasks.
Smaply helped the University of Michigan School of Information Design Clinic students create a mobile app for teenage chronic patients. Students used journey mapping and personas to identify gaps in existing medication reminder apps. They conducted interviews, focus groups, and surveys to gather user insights. The team designed a flexible medication management system with improved scheduling and user experience. Smaply enabled the team to visualize user journeys and build a solution tailored to real needs.

Product Business Settings

Smaply is popular in Internet industry and is widely used by Large Enterprise.

Smaply Product Overview

Smaply addresses the challenge of understanding and enhancing customer experiences through its journey management software. It provides tools for creating detailed customer journey maps and personas, which are essential for businesses aiming to refine their customer interactions. The platform facilitates real-time collaboration, allowing teams to work together seamlessly, ensuring that customer insights are shared and actionable. By offering guidance and flexibility, Smaply enables businesses to adapt their strategies to meet evolving customer needs, ultimately improving customer satisfaction and loyalty. The software's robust capabilities are trusted by leading brands, highlighting its effectiveness in delivering tangible ROI through enhanced customer experience management.

How satisfied the customers are with Smaply use-cases

Reviews

"Having Smaply as a partner in my journey was so valuable to my practice as a service designer. It really relieved me of so much cognitive overhead as I knew where the high-fidelity doing was going to live. Also, compared to other tools, it does all ...the important things better and remains consistent. An awesome tool for UX, Product Managers and Service Designers." - Gerry S

"Smaply is one of the best platforms in the market to create service maps or customer journeys using an already developed framework steeped in best practices. Personas and stakeholder maps integrations give any team an edge when it comes to practicin...g CX." - Dennis W

Smaply Customer Insights, Testimonials and Case Studies

CUSTOMERS	TESTIMONIALS
Gerry S Designer, Educator & Podcaster Founder The Human Centered Design Network	Having Smaply as a partner in my journey was so valuable to my practice as a service designer. It really relieved me of so much cognitive overhead as I knew where the high-fidelity doing was going to live. Also, compared to other tools, it does all the important things better and remains consistent.... An awesome tool for UX, Product Managers and Service Designers. Testimonial By Gerry S
Dennis W VP of Digital & Integrated Commerce Integer Group	Smaply is one of the best platforms in the market to create service maps or customer journeys using an already developed framework steeped in best practices. Personas and stakeholder maps integrations give any team an edge when it comes to practicing CX. Testimonial By Dennis W
Fernando Y Director of Global Delivery Model PwC	Smaply acts like a platform that is intuitive and super easy to use. This greatly facilitates cross-team collaboration with internal teams and external agencies. Smaply’s outstanding customer service has been key to PwC’s adoption of CX practices and tools. Testimonial By Fernando Y

CUSTOMERS	TESTIMONIALS
Gerry S Designer, Educator & Podcaster Founder The Human Centered Design Network	Having Smaply as a partner in my journey was so valuable to my practice as a service designer. It really relieved me of so much cognitive overhead as I knew where the high-fidelity doing was going to live. Also, compared to other tools, it does all the important things better and remains consistent.... An awesome tool for UX, Product Managers and Service Designers. Testimonial By Gerry S
Dennis W VP of Digital & Integrated Commerce Integer Group	Smaply is one of the best platforms in the market to create service maps or customer journeys using an already developed framework steeped in best practices. Personas and stakeholder maps integrations give any team an edge when it comes to practicing CX. Testimonial By Dennis W
Fernando Y Director of Global Delivery Model PwC	Smaply acts like a platform that is intuitive and super easy to use. This greatly facilitates cross-team collaboration with internal teams and external agencies. Smaply’s outstanding customer service has been key to PwC’s adoption of CX practices and tools. Testimonial By Fernando Y