-
-
-
-
-
Empathy mapping enables designers to perceive not only the functional aspects but also the emotions involved in user interactions, opening doors to new and innovative solutions. These maps display information about users, their needs, desires, goals, emotional states, and the environment they are in. The goal of this method is to gain deeper insights and understanding of the potential user. We use empathy maps primarily in the phases of "understand, observe, define point of view, and test." The empathy map helps us better understand the customer's perspective and uncover opportunities to improve the customer experience.
Implementation Steps of the Method
- In the centre of a white paper, draw a specific person (customer and user persona) about whom you will collect data.
- Divide the paper into 4 or 6 sections as needed:
- What the participant (person, customer) sees
- What they hear
- What they say and do
- What they think and feel
- Participant's problems
- Participant's needs
- The created map should be analysed to identify key insights across the entire team and with stakeholders. It is essential to discuss possible improvements based on the individual findings.
Tips
- The template can be divided into the four basic sections, or it can be supplemented with additional sections like problems and needs, depending on the purpose it is meant to serve.
- To avoid mutual influence during the creation of the empathy map, it is important to eliminate discussions while placing post-it notes (or drawing in the individual quadrants).
- If very different information is found in one quadrant, the team should collectively examine why this occurred. First, it is necessary to determine whether it is just a misunderstanding or differing opinions based on different assumptions from team members.
Possible uses
- Customer Service
- Improvement of User Experience
You can download template here: EMPATHY MAP
Empathy mapping enables designers to perceive not only the functional aspects but also the emotions involved in user interactions, opening doors to new and innovative solutions. These maps display information about users, their needs, desires, goals, emotional states, and the environment they are in. The goal of this method is to gain deeper insights and understanding of the potential user. We use empathy maps primarily in the phases of "understand, observe, define point of view, and test." The empathy map helps us better understand the customer's perspective and uncover opportunities to improve the customer experience.
Implementation Steps of the Method
- In the centre of a white paper, draw a specific person (customer and user persona) about whom you will collect data.
- Divide the paper into 4 or 6 sections as needed:
- What the participant (person, customer) sees
- What they hear
- What they say and do
- What they think and feel
- Participant's problems
- Participant's needs
- The created map should be analysed to identify key insights across the entire team and with stakeholders. It is essential to discuss possible improvements based on the individual findings.
Tips
- The template can be divided into the four basic sections, or it can be supplemented with additional sections like problems and needs, depending on the purpose it is meant to serve.
- To avoid mutual influence during the creation of the empathy map, it is important to eliminate discussions while placing post-it notes (or drawing in the individual quadrants).
- If very different information is found in one quadrant, the team should collectively examine why this occurred. First, it is necessary to determine whether it is just a misunderstanding or differing opinions based on different assumptions from team members.
Possible uses
- Customer Service
- Improvement of User Experience
You can download template here: EMPATHY MAP
