Booklet

author

Hack University

Development

Do this to learn more about your users

Do this to learn more about your users

Empathy Map

An empathy map is a collaborative and visual tool we use to gain a deeper understanding of our customers.

Empathy Map example

So how do we make one?

Things we need

  • Qualitative data
  • User persona
  • Sheet of paper or whiteboard
  • Colored sticky notes
  • Markers

First

Draw 1 big square with 1 vertical and 1 horizontal line down the middle. We now have 4 smaller squares

Next

Draw a circle in the center and insert an image of a customer. Be sure to erase the lines inside. This will represent one of our target users.

Then

Label the squares 'Says', 'Thinks', 'Does', and 'Feels' respectively.

Says: Direct quotes from users. Things that they typically say.

Thinks: These are ideas inside their minds

Does: Actions our users take and how they take them.

Feels: What types of emotions are our users experiencing?

Finally

Use the markers and write on sticky notes and fill up this map!

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