Real-World Case Studies and Customer Success Stories with Smaply

USECON used the ExperienceFellow tool to study employee experience. The company wanted to improve staff satisfaction and test the tool for future client projects. Employees recorded daily touchpoints... over three weeks using the mobile app. USECON used reminders and incentives to boost participation. The project helped identify ways to improve internal processes and employee satisfaction.
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ExperienceFellow helped the Upper Austrian Tourist Board improve tourism services. They used the app to study winter sports in Dachstein Salzkammergut and the Danube cycle path. Guests shared their j...ourneys using mobile ethnography. The project found guests often traveled outside the main region, leading to new partnerships. The tourist board fixed brochure errors based on guest feedback. They collected 15 customer journeys and up to 42 touchpoints per participant.
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Smaply helped Meeting Professionals International (MPI) redesign their flagship event, the World Education Congress (WEC18). MPI used the #EventCanvas methodology to create a user-centric event desig...n. The team ran design sprints, prototyped options, and aligned stakeholders. The new event format improved engagement and sparked new ideas for attendees. MPI's approach set a new standard for event design in the industry.
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Smaply helped a US university use journey mapping to improve student retention. Graduate public health students mapped the student journey to find why students drop out. They focused on curriculum, f...inancial, and social challenges. Teams interviewed current and former students, analyzed data, and used strategic planning tools. They created action plans and KPIs to track progress. The project aimed to lower dropout and transfer rates and boost graduation rates.
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ExperienceFellow helped a design researcher study how people navigate Central Park. The researcher used the mobile app for participants to log their experiences and GPS data. The web-based software l...et the researcher analyze touchpoints, emotions, and routes. The tool made it easy to collect and visualize data from the diary study. The project focused on finding navigation patterns and pain points for park visitors.
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Deutsche Telekom improved customer experience and reduced costs by 30% using Smaply's visual process mapping tool.

ExperienceFellow helped a newly opened bistro style restaurant study customer experience. The challenge was to understand guest perceptions and improve service. The team used mobile ethnography to co...llect real-time feedback from 50 guests, gathering 196 touchpoints. Over 80% of feedback was positive, especially for food, ambience, and service. Negative feedback focused on beverages, music, and waiting times. The research led to actionable recommendations for management.
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