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Content designer and published author
Industry: Rent tech
Mapping customer emotions
HousingAnywhere, 2024
Problem
To write content that resonates with users emotionally, we need to know what they are feeling at various stages of our product journey
Solution
Map each stage of the product journey for our two user segments, tenants and landlords. Break major steps down into smaller ones, then map user emotions and validate with UX research
Impact
Our customer emotion map helps us determine the key "happy" moments when we can use emotive content to create a delightful experience for our users. It also shows key "sad" moments when we need to be especially mindful of our users' possible negative emotions
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