Empathy mapping is a technique used in service design to gain a deeper understanding of target users’ needs, behaviors, and motivations. It involves creating a visual representation of the user experience and the factors that influence their decision-making.

Here are the steps to follow for empathy mapping in service design:

• Identify target users. This could be existing users, potential customers, or a user group that you want to design for.
• Collect user data. Gather data about users through interviews, observations, surveys, and other research methods. This information could include their demographic information, their pain points, their behaviors, their motivations, and their goals.
• Create an empathy map template. Draw a template with four quadrants representing what users think, feel, say, and do.
• Fill in the empathy map. Use the data you collected to fill in each quadrant of the empathy map. For example, in the "thinks" quadrant, you could write down what users’ thoughts are about the service. In the "feels" quadrant, you could write down what emotions they experience while using the service.
• Analyze the empathy map. Look for patterns and insights that emerge from the empathy map. This will help you understand users’ needs and motivations and identify opportunities for improving the service.
• Use the empathy map to inform design decisions. Use the insights from the empathy map to inform the design decisions you make. For example, if you notice that users are frustrated with a certain aspect of the service, you could redesign that aspect to make it more user-friendly.