Aim

• To map the different elements of a users experience.
• To better understand the experience.

Team

Small groups (3-4 ppl)

Talk

Capture first then explore together.

Share similar views or ideas.

Time

30-60 mins

Tools

Post-it notes

Whiteboard or large paper

Space to post up and share

Method

1. Use a template or layout from the photos.
2. Clarify what experience you are focusing on - make some shared notes.
3. Clarify the person you are focusing on - make notes in the centre of the board.
4. SAY: What are some quotes and defining words your user said or might say?
5. DO: What actions and behaviours did/might you notice?
6. THINK: What might your user be thinking? What does this tell you about his or her beliefs?
7. FEEL: What emotions might your subject be feeling?
8. Work individually first so you have some time to think, and then share together
9. Work as a team to organise all of your notes into the four categories.
10. Name the pains that you identify, and then name the gains that you identify.
11. Finally identify and make a list of your team's key insights.

Examples