A collaborative template that design teams can populate with user information to gain deeper insights into their customers
The empathy map canvas consists of several zones: space for identifying goals; zones of questions based on what participants being considered see, say, do, and hear; and questions oriented around what they think and feel, divided into columns of pains and gains.
Complete the empathy map using these sequential steps:
Beginning with the goals section, determine exactly with whom you are empathizing, and what they hope to accomplish.
Complete the sections according to what you have observed your target users seeing, saying, doing, and hearing. It helps gain a realistic sense of the experiences of your users, to foster empathy.
“Get inside” the heads of the users to determine what thoughts, feelings, and desires are motivating, and what fears, anxieties, or frustrations may be hindering them.