One helpful way to identify the problem points of any experience is to create a journey map (sometimes called an empathy map). The x-axis is time, the y-axis is 'delight' or simply emotional state. It can be helpful to break the total experience into just 5-6 key moments. When a "low" point is identified, a new journey map should be made to focus on 5-6 key moments in that originally single point. By mining down, you can get clarity and common understanding on what is negatively impacting a larger experience. Then you can start ideating on ways to address it.
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