Companies are increasingly looking to create engaging and memorable experiences for their customers. However, in order to achieve total satisfaction, it is essential to consider not only the experience itself, but also the expectations that precede it. The Edufin Index financial literacy research project, conducted by SDA Bocconi for Alleanza Assicurazioni and the Gasbarri Foundation, shows how the Moods Matrix can be a valuable tool for understanding the initial state of mind of stakeholders, predicting possible evolutions, creating empathy, and identifying the most effective actions to steer them toward satisfaction.