Which tool summarizes what users hear, see, think, and feel in a particular context?

The correct choice is the Empathy Map. This tool is specifically designed to capture and summarize the thoughts, emotions, and sensory experiences of users in a detailed manner. It helps to visualize what users hear, see, think, and feel, often in relation to their interactions with a product or service. By using an Empathy Map, teams can better understand user perspectives, which is crucial for enhancing design decisions and improving user experiences.

An Empathy Map typically divides the user’s experiences into specific quadrants, allowing teams to gather insights from various user research activities like interviews and observations. This approach fosters empathy and a deeper understanding of the user's needs and motivations.

In contrast, other options serve different purposes. A User Journey Map focuses on the steps a user takes to reach a particular goal, highlighting the different touchpoints and interactions they experience. A Customer Persona is a semi-fictional representation of a user based on research, which helps to represent larger user groups and their needs. Service Blueprints are detailed diagrams that outline the service processes, including back-end interactions, but do not directly address users' emotional and cognitive states in the same way that an Empathy Map does.