Tools for understanding the human experience
Journey Mapping Tools
Delivering services and experiences that are enjoyable, effective and differentiated requires understanding every interaction in the end-to-end participant journey. The experience journey map is a powerful tool for visualizing the participant experience and providing insights that expose problems and reveal opportunities.
Needs and Value Framework
The Needs and Value Framework is a tool for understanding and documenting the needs and values of your participants. Use this tool to inform the design of new services and improved experiences.
Empathy Map Tools
An empathy map is a tool for documenting how people that influence the selection and consumption of a product or service think and act. The empathy map coalesces the findings about what influencers say, think, feel and do into a single tool to derive insights into participant behavior and communicate those insights to the broader organization.