Empathy map
Empathy maps can capture the experience of one particular user or can reflect an aggregation of multiple similar users represented by a single persona.
Personas
Fictitious character profiles created to represent different groups of people, such as users and/or the people who deliver a service.
Design walkabout
Going out and using the service you are interested in so that you can experience it first-hand.
Customer journey mapping
Enables you to track and describe the experience of the customer against their expectations and what you aspire to provide.