Case Study: a global Japanese electronics company improves B2B partner experience with Smaply

Journey mapping in a global japanese electronics corporation

The customer, a global Japanese electronics company, struggled with fragmented and confusing B2B operations for its external partners due to internal silos and regional disparities. To address this, they worked with the vendor Smaply and utilized its journey mapping tools and service design methodologies to visualize and improve the partner experience.

Using Smaply, the company conducted workshops to create personas and journey maps, which revealed the disjointed nature of their service. This process fostered interdepartmental collaboration and led to a redesigned, more fluid experience. The solution reduced partner effort, increased clarity, and established service design as an accepted methodology within the organization, with plans to expand the workshops globally.