Research Methods
1. Empathy Interviews: Understanding unarticulated needs 2. Journey Shadowing: Observing real experiences 3. Emotion Mapping: Tracking feeling throughout interactions 4. Moment Audits: Identifying peak experience opportunities 5. Cultural Probes: Understanding context and meaningDesign Frameworks
The HEART Model: - Human needs identification - Emotion journey mapping - AI integration points - Resonance amplification - Testing and iteration
The MAGIC Framework: - Moments that matter - Anticipation building - Genuine connection - Individualization at scale - Celebration and closure
Measurement Tools
Experience Metrics That Matter: - Emotional Net Promoter Score (eNPS) - Customer Effort Score (CES) - Moments of Delight (MoD) - Trust Velocity Index (TVI) - Human Connection Score (HCS)