11/08/2026
An Emotion Canvas helps you look beyond the steps in a customer journey and understand how people actually feel at each stage of an experience.
By mapping emotional highs, lows, friction points and support points, you gain a clearer picture of the customer experience, and often uncover opportunities for improvement that aren’t obvious when you’re only looking at the process.
Whether you’re designing a service, delivering a programme, or running your own business, this is a simple exercise you can use to see your experience through your customers’ eyes.
Sometimes the biggest improvements don’t come from changing what you do, they come from understanding how people experience it.
Have you ever mapped your customer journey from your customer’s perspective?