This template is designed for creating a Customer Profile by describing the Customer's Logic across an Activity Timeline. It uses a detailed matrix structure to analyze the customer experience based on four key time phases: Task/Context, Before Interaction(s), During Interaction(s), and After the Interaction(s). A central feature is the Emotions row, which includes a thermometer graphic to visually track the emotional state of the customer throughout the journey. The matrix also requires a Description for the Result(s) in each of the four interaction columns. Crucially, the After the interaction(s) column includes a section for Total count of happy, neutral, and sad face emojis, suggesting a method for quantifying the emotional outcome of the experience. Finally, a Tokens row at the bottom provides space to document key emotional indicators or triggers using various emojis. The entire profile is a comprehensive tool for mapping and understanding the customer journey and its associated feelings.
