Experience card.

The experience map describes the behavior of a customer who interacts with a product or service. This mapping method traces what the client does, what he thinks and especially what he feels.

 

The purpose of the experience map is to draw an experience curve to identify when experience is at its highest and lowest. It also makes it possible to identify “accidents” along the way.

 

It's a complement to the customer journey, which focuses on what the customer does on the journey, the experience map takes the customer's point of view and really focuses on how they feel.