✅ Level 1: “What we tell others”, unreliable, opinions, hearsay. ✅ Level 2: “What we tell ourselves”, interviews, debrief, surveys. ✅ Level 3: “What we actually do”, task analysis, observation. ✅ Level 4: “Why we do it”, task walkthroughs, context, interviews.

HEART model will have a positive impact on your organisation, will boost your customer (user) experience and make your customer (user) love you! HEAR - EMPATHISE - APOLOGISE - RESPOND - THANK