Education Case Studies and Customer Success Stories with Smaply
Arushi Jaiswal (individual researcher)
- Education
- Small
New York, USA
ExperienceFellow helped a design researcher study how people navigate Central Park. The researcher set up a diary study using the... mobile ethnography tool. Participants logged their routes, emotions, and media as they moved through the park. The tool tracked GPS data and visualized touchpoints on a map. Findings showed visitors struggled with navigation and relied on Google Maps due to poor signage. ExperienceFellow made it easy to analyze journeys and spot problem areas.
University of Michigan School of Information (UMSI) Design Clinic
- Education
- Large
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.
A US university (graduate public health program)
- Education
- Large
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.
Design Case Studies and Customer Success Stories with Smaply
USECON
- Design
- Small
Vienna, Austria
USECON used ExperienceFellow to study its employee experience. Fourteen employees recorded 178 workplace touchpoints over three weeks. The study found... positive feedback on team spirit and company benefits, but highlighted challenges in knowledge transfer and standardization. USECON took steps to improve internal communication and knowledge management. The project led to lasting improvements in employee satisfaction and company culture.
STBY used mobile ethnography to study Dutch food habits for a government-backed project. The goal was to understand how people... in the Netherlands view healthy and sustainable food. STBY recruited 32 participants and guided them through workshops and a four-week app-based reporting process. The project collected 750 detailed reports, revealing a gap between knowledge and willingness to change eating habits. The research provided deep insights into food choices and sustainability attitudes.
Hospitality Case Studies and Customer Success Stories with Smaply
Upper Austrian Tourist Board
- Hospitality
- Medium
Linz, Austria
ExperienceFellow helped the Upper Austrian Tourist Board improve tourism services. They used the tool to study guest journeys in the... Dachstein Salzkammergut and along the Danube cycle path. The team collected up to 25 touchpoints per participant and found key areas for product improvement. Insights led to better brochures and new ideas for guest engagement. The project revealed how guests move and what matters most during their stay.
Community Empowerment Lab
- Health, Wellness And Fitness
- Medium
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.
Events Services Case Studies and Customer Success Stories with Smaply
Meeting Professionals International (MPI)
- Events Services
- Large
Dallas, USA
Meeting Professionals International (MPI) used mobile ethnography to redesign their World Education Congress event. The team applied the #EventCanvas methodology... to create a new event format. They involved stakeholders in design sprints and validated the new approach with leadership. During the event, 131 participants logged over 400 touchpoints using a research app. This helped MPI understand attendee experiences and improve future events.
Deutsche Telekom
- Telecommunications
- Very Large
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.
Restaurants Case Studies and Customer Success Stories with Smaply
A newly opened restaurant (unnamed)
- Restaurants
- Small
A newly opened restaurant used mobile ethnography to study guest experiences. The project collected feedback from 50 guests, capturing 196... touchpoints using the ExperienceFellow app. Over 80% of feedback was positive, especially for food, ambience, and service. Negative feedback focused on beverages, music, and waiting times. The study led to actionable recommendations for improving restaurant service and safety.
Pharmaceuticals Case Studies and Customer Success Stories with Smaply
Bayer
- Pharmaceuticals
- Very Large
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.
