HCI SYSTEM > TOOLSET
This tool is used to visualize the emotions and thoughts that arise during the target audience's experience while fulfilling a need. The map should include all stages from the emergence of the need to finding a solution and meeting the need. It can be used to depict the current state as well as the future (desired) state. Capturing the full picture of the current state from the perspective of the target audience helps you identify opportunities. Depicting the full picture of the desired customer experience provides you guidance while developing a solution.