This document discusses several analysis methods for understanding customer experiences, including: 1) Customer Journey Maps which plot important customer experiences over time to understand their perspective 2) Circle of Expectations which examines life events and their impact on satisfaction 3) Circle of Ambitions which charts meaningful life moments to provide insight into drivers of satisfaction.

1. Analysis Methods

6. Customer Journey Map

7. Circle of Expectations

8. Circle of Ambitions

9. Circle of Ambitions

10. • Work satisfaction is driven by interests,
skills & personality
• Lifeline is a tool that helps you define &
examine these factors

11. • Think of events representing high and low points
in your life
• Plot them on a timeline that stretches as far
back as you can remember
• Write a short description of each point
• The vertical axis represents enjoyment and/or
excitement while the horizontal axis represents
time
• When you’ve plotted all the points you can think
of, draw a line connecting all of them

12. • Specific, important events in your life
• Milestones or landmarks you remember
clearly or that you associate with strong
feelings
• Key career changes

13. • Write down in what context they each
occurred & what activities were involved
• How do these high points relate to your
results in the Wheel of Life

14. Empathy Map