Build empathy maps

Empathy mapping helps close the gap between users and design teams. The classic format has 4 sections: what the user says, thinks, does, and feels. The map can focus on a user, a persona, or a problem, scenario, or situation. This gives teams a shared view and sets the stage for user-centered work.

Empathy maps can be based on various qualitative research methods or even sketched in the absence of research. Mapping allows teams to understand what aspects of their users they know and where they need more data.

Empathy maps can be individualized or aggregated, capturing singular user experiences or synthesizing themes across a user segment, often serving as a stepping stone in persona creation.[1]