Introduction: Healthcare services, especially the most critical ones such as oncology, affect not only physically but also psychologically to relatives and patients. This is why it is essential to analyse the emotional fluctuations of patients and relatives when redesigning oncological processes and their influence during Shared Decision Making. In service design, the first stage is to explore the service, understanding the whole process and stakeholders’ experiences. Objectives: The method used in this study was based on previous work that involved evaluating simulated encounters with patients. These analyses aimed to validate the outcomes of the simulated consultations, and gain a deeper understanding of patients’ emotions and experiences. Methodology: The analysis of encounters began with researchers observing and audio-recording them. Following that, interviews were conducted with patients to gather their perspectives. The audio recordings were transcribed and carefully examined. Each stage of the interaction was analyzed in detail and cross-referenced with other records to ensure accuracy. Results and conclusions: After analyzing the records and comparing them. As expected, some discrepancies were found between the observations and what was described by the patients. Particularly in the case of the valence dimension. However, the arousal dimension was more uniform along the three measures. Transcriptions help to fix those problems in which observations and interviews have discrepancies.