Learnings and tools for customer experience design



Smaply

Case study: journey mapping in healthcare

This case shows how the Community Empowerment Lab, a global health research and innovation organization, used Smaply to help design a model for scaling Kangaroo Mother Care in rural India. The project team succeeded in involving all necessary parties to work together and better understand each other’s motivations and needs by analyzing their stakeholders’ and ...

1. March 2019

Meet the new persona editor

The new Smaply persona editor lets you customize your persona template based on your requirements. Depending on your business, project focus, or customers, your personas might vary remarkably in their looks. What are their goals? What do they expect from your service, what do they wish? Are demographics relevant? What numbers can help to understand ...

17. December 2018

Case study: developing a mobile app through journey mapping

This case study shares how students at the University of Michigan developed user personas and journey maps to create an innovative mobile app to remind teenage chronic patients to take their medication. About the UMSI Design Clinic The Design Clinic at the University of Michigan School of Information (UMSI) pairs teams of graduate and undergraduate ...

5. November 2018

Cheat sheet: stakeholder maps

Stakeholder maps help visualize ecosystems of stakeholders, see the interdependencies and find new business opportunities. Here’s how to create them. Stakeholders are people, companies, software or anything else that might in some way be connected or have an interest in your companies activities.  To understand the interdependencies it makes sense to create a stakeholder map, ...

24. October 2018

Cheat sheet: personas

A persona is a rich description of a fictional person who exemplifies a specific group of people. Personas make it easier to empathize with customers, employees, and other stakeholders. Here’s how to visualize them. Personas are often used to describe a group of people that represent a customer segment. Even thought it’s essential to always ...

24. October 2018

Video tutorial: how to build a journey map with Smaply

In these two video tutorials you get a quick overview on how to create a journey map with Smaply to get out the most of the result.   Part 1 of the video tutorial shows how to add a persona, how to create an outline and how to articulate stages. Often it is a good ...

5. October 2018

Video tutorial: how to build a stakeholder map with Smaply

Stakeholders are entities that are connected to your company by a given interest, e.g. providing you with services, products, workforce or word of mouth. This video shows how to use Smaply to visualize how stakeholders are connected to each other. Creating a stakeholder map starts with defining its focus and picking important stakeholders and personas. The ...

4. October 2018

Video tutorial: the why & what of journey maps

Journey maps illustrate experiences. These can be customer, user or employee experiences etc. A customer journey shows the steps a customer takes when in contact with a product or service. This short video provides an overview on what journey maps are, what they are used for and what value they provide for your company. Journey maps ...

4. October 2018

Video tutorial: how to create a journey map

In this video you learn more about  journey mapping in general as well as about digital journey mapping. In a journey mapping process teams need to decide about the scope of the journey map choose a persona to focus on think of the single steps your persona takes decide about lanes to illustrate more details ...

4. October 2018

Introducing the Smaply helpdesk

Check out the Smaply helpdesk if you’re looking to solve a specific question on some features or want to learn more about how to manage your account. The Smaply helpdesk provides you with an overview on all the small and large features. Everything about journey maps, personas and stakeholder maps is listed and described there ...

16. August 2018



ExperienceFellow

Webinar: Mobile ethnography and user research [German]

This webinar is about mobile ethnography can help research experiences. Mobile Ethnografie ermöglicht einen Einblick in das reale Benutzerverhalten und in die Gewohnheiten von Mitarbeitern und Kunden. Mittels Smartphone werden Erlebnisse festgehalten und generieren somit einen wesentlichen Input für zukünftige Customer Experience Entscheidungen. Was erleben die Benutzer? Welche Tools werden wann und wie verwendet? Auf ...

6. January 2019

Case study: researching food habits in the Netherlands

This case shows how diverse private and governmental parties worked together in order to better understand the perspectives of Dutch people on health and sustainability of food. About STBY STBY is an agency specialized in design research for service innovation. In their creative research projects they aim to connect organizations with the lives and experiences ...

30. November 2018

Case study: redesigning a flagship event

The time has come. The team of Meeting Professionals International (MPI) has decided to redesign their annual event by researching their customers’ event experience with ExperienceFellow. In 2018, MPI as the organizers of World Education Congress – WEC18 decided it was time for a change, for becoming more user-centric. Thus, as a first step towards ...

15. June 2018

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

Participants are the most essential factor of your experience research study. Here come 9 tips on participant recruitment and data quality in mobile ethnography projects. When should I invite my participants? Participants have an extended experience with your service, which also includes the pre- and post-service period. For instance, you could invite your participants via ...

1. June 2018

Analyzing data in ExperienceFellow

This is a step-by-step article on how to analyze data in ExperienceFellow to generate deep insights into your customers’ experience. PREPARATIONS Before you start your analyzis, it’s helpful to make a few preparations, especially when looking at tags. Think of your tags A very helpful first step towards the analysis is to think of categories ...

3. May 2018

A step-by-step guide to creating customer journey maps

Have you ever wondered what information you can and should use to create a comprehensive journey map? This article introduces you to the most important details of a journey map and explains how adding different lanes can help you illustrate experiences. Visualizing a complex thing like customer experience is challenging and many people feel lost when ...

5. March 2018

Case study: researching employee experience

This case study describes a research project conducted by the international design and consulting company USECON in order to investigate its internal Employee Experience. About USECON USECON is an internationally operating design and consulting company headquartered in Vienna. It consults on any activities around user-oriented design of interactive systems and services with a positive user ...

18. September 2017

How b2b research can benefit from mobile ethnography

[guest article by Jen Birch] Mobile ethnography started in B2C research, however B2B companies are now beginning to see the benefits of this approach and have started adopting the technique.  Mobile ethnography allows researchers to get high-quality data within a short period of time, making it stand out as a great way to collect market ...

7. September 2017

Using predefined tags in ExperienceFellow

Predefined tags enable your participants to categorize touchpoints on their own and make analyzing data much easier and faster. What it is Predefined tags enable your participants to tag their experiences on their own when creating the touchpoint and by using the tags you provide. Each experience can be tagged with one or more tags. ...

19. July 2017

Case study: researching public services experience

This case shows how a consultancy agency together with a local governmental institution in Chile worked to understand and improve the customer as well as the employee experience. By including both the internal and external view they succeeded in visualizing service gaps within the user journeys and start implementing change within the organization. About CAJ ...

9. May 2017