Experience design: Walk-a-mile immersion

An often underutilised method in experience design is ‘walk-a-mile immersion’: literally putting yourself in the shoes and mind-set of your customers and experiencing things from their perspective, as an insider.

Existing in a number of different guises – ‘empathy tools’, ‘simulation’, ‘mystery shopping’ or ‘cognitive walkthrough’ – this tool is really just about emulating and suffering the true journey that a customer goes through.

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