Service Design Tools
SDT-Emotional Journey
Map user emotions during service interactions. Visualize feelings, moods, and emotional responses at each touchpoint to understand the complete user experience.
Duration
2 hours
Group Size
4-6
Category
Service Design Tools
Difficulty
Easy
Participants will: Map emotional highs and lows. Identify opportunities to improve emotional outcomes. Design for positive emotional responses. Understand emotional drivers. Create empathy. Optimize touchpoints. Design emotionally resonant services.
A mapped emotional journey, understood feelings, and a foundation for improvements.
Base your map on real user data, not assumptions. Consider cultural differences. Look for subtle emotional cues. Include emotions before, during, and after service use. Include both positive and negative emotions. Focus on emotions that drive behavior. Consider long-term emotional impact. Use insights to design interventions.
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