From the course: UX Research: Journey Mapping
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Why emotions matter
From the course: UX Research: Journey Mapping
Why emotions matter
- Think back to the last time you went to the airport and took a trip. You probably searched for flights on your phone or computer and compared prices using different apps or sites. Only one seat left on this flight. Anxiety is rising. You have to book it. It may not be exactly the one you wanted, but hey, it's a flight. Whew, what a relief to get a ticket at all. But then you forgot to add your TSA pre-check number or your global entry number when booking. So you have to do that when you check in. You set your phone alarm to remind you to check into your flight online 24 hours ahead so you can get an early boarding group assignment, but then you've got a meeting at that time. Hours later when you finally remember to do it, you're in the last possible group to board. You walk into the airport and the line at the checkout counter is so long, but hey, they've got a self-serve kiosk. Woo hoo, finally, something's looking…
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