Empathy Mapping: A Guide to Getting Inside a User's Head | UX Booth

Empathy Map - Why and How to Use It

<aside> 💡 An empathy map is a critical part of human-centered design.

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What is an Empathy Map and why is important?

<aside> 💡 An empathy map is a collaborative tool teams can use to gain a deeper insight into their customers. Much like a user persona, an empathy map can represent a group of users, such as a customer segment. The empathy map was originally created by Dave Gray and has gained much popularity within the agile community.

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https://youtu.be/QwF9a56WFWA

What to include in an Empathy Map?

SAY DO THINK FEEL

• What would the user be thinking and/or feeling? What are some of their worries and aspirations?
• What would their friends, colleagues, and boss be likely to say while the user is using our product? What would the user hear in these scenarios?
• What would the user see while using our product in their environment?
• What might the user be saying and/or doing while using our product? How would that change in a public or private setting?
• What are some of the user’s pain points or fears when using our product?