Become a Chatbot Builder

Create a Scenario Map to See a Flow

Use the sticky note ideas from your empathy map to create a scenario map. The scenario map creates a timeline of all events taking place as your user experiences stress. This map will help you develop a story in which the stress levels of your person are either increasing or decreasing.


    1. On a clean sheet of paper, a chalkboard, or a white board, draw four rows with the following labels:
      • Phases
      • Doing
      • Thinking
      • Feeling
    2. On the Phases row, write down four to six phases, or steps, that your user goes through during a stressful period. For example, for Maria and the new school scenario, the phases might be:
      • Prepares for school
      • Rides the bus
      • Goes to classes
      • Goes home
    3. Take the sticky notes from your empathy map and stick them under the appropriate phase in the correct row.For example, let’s say you had a Think sticky note that said, “Maybe the kids won’t like me.” That sticky note should go in the row labeled Thinkunder the phase “Rides the bus” or “Goes to classes.”
    4. When you’ve completed the scenario map, use a red marker to draw circles around what is happening just before the highest stress levels are experienced.If you are working in a team, be sure to talk about the flow and take votes as you try to decide what to circle with the red marker.

Now that you understand your user, and his/her problems and situation, think about how to solve those problems. How might a Chatbot or other technologies help Maria in dealing with the stress of going to a new school?

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