Empathy Mapping
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Empathy mapping is a quick technique for a team to understand and empathise with customers or users of a service or product and try to understand the perceived impacts. It is usually done in a facilitated group to gain as many perspectives as possible to fill in and complete an empathy map diagram with post-it notes or similar.
The quadrants range from:
- What would a user or customer think and feel whilst using the product or service?
- What would a user or customer be likely to say and do whilst using the product or service?
- What would a user or customer likely see whilst using the product or service?
- What would a user or customer hear whilst using the product or service?
- What are the fears or pain points a user or customer may have when using the product or service?
- What are some of the potential gains that a user or customer may have when using the product or service?
Finish up the session with a brief discussion about what the team have learned about their customer segment and any deeper insights that they have gained by doing the exercise.