Customer Profile Describing Their Logic

The Customer Profile Template is used in a similar way to a user journey map with lines connecting each step of the process. It is designed to describe a customer's logic and emotional journey when interacting with a service, product, or process. The template is structured into multiple sections:

Sections of the Template

1. Task – The main objective or activity the customer is engaging in.

2. Context – The background or situation that influences the customer's experience.

3. Before Interaction(s) – Customer's state of mind, expectations, or actions prior to engagement.

4. During Interaction(s) – What happens while the customer is interacting with the service or product.

5. After Interaction(s) – The customer's reaction, emotions, and reflections post-engagement.

6. Emotions – A thermometer-style visual indicator representing the intensity of emotions felt.

7. Activity Timeline – A progression of the customer's engagement over time.

8. Total Count of Emotions – A summary of emotional reactions with emojis representing different feelings:

   • 🙂 (positive)

   • 😐 (neutral)

   • 😨 (negative)

9. Results – Descriptions of outcomes from the interaction.

10. Tokens – Symbols or representations of emotions and experiences gathered throughout the process.

Purpose

This template is useful for customer experience analysis, service design, and journey mapping. It helps organizations understand how customers perceive a service, identify pain points, and improve the overall user experience.