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.

  1. Start with a user journey map. 2. Identify key touchpoints. 3. Research user emotions at each touchpoint using interviews, observation, or surveys. 4. Plot emotional levels (high to low) across the journey. 5. Note specific emotions (joy, frustration, anxiety). 6. Identify emotional peaks and valleys. 7. Look for patterns and emotional triggers. 8. Highlight improvement areas. 9. Design interventions for negative points. 10. Enhance positive moments. 11. Test changes with users.

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For Facilitators

  • Review participant profiles and expectations
  • Prepare all materials and supplies
  • Test technology and room setup

For Participants

  • Complete pre-session survey
  • Review background materials
  • Prepare examples or case studies

Unlock Pre-Work Requirements

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  • Journey map

  • Emotional research data

  • Emotion cards or frameworks

  • Graphing materials

  • Sticky notes

  • User interview guides

  • Digital visualization tools

  • Empathy exercises

Unlock Materials Required

Create a free account to access step-by-step instructions, agendas, and resources for all activities.

  • Facilitator Guide (PDF)
  • Participant Workbook Template
  • Presentation Slides
  • Printable Materials

Unlock Resources & Templates

Create a free account to access step-by-step instructions, agendas, and resources for all activities.

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