Starbucks Experience Map
Here’s a nice visualization of the Starbucks customer experience [PDF 140K] from the Little Springs Design blog. They’ve mapped positive and negative sensory cues from the experience against touchpoints from the customer journey and supported it with a running commentary of the encounter.
It might be helpful to look at this type of thing through the prism of the peak-end rule. The most striking aspect of the encounter was the crowded location and the uncomfortable wooden chairs. The end was characterized by annoyance. This visualization makes it apparent by showing deviations from the baseline.
For more on incorporating emotional cues into blueprints check out Andy Polaine’s blueprint+ technique.