EMPATHY MAPPING

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Empathy map

Use this framework to develop a

deep, shared understanding and

empathy for other people. An

empathy map helps describe the

aspects of a user's experience, needs

and pain points, to quickly

understand your users’ experience

and mindset.

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la t e

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Build empathy

The information you add here should be representative of the

observations and research you've done about your users.

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Says

What have we heard them say?

What can we magine them saying?

Thinks

What are their wants, needs, hopes,

and dreams? What other thoughts

might influence their behavior?

Does

What behavior have we observed?

What can we imagine them doing?

Feels

What are their fears, frustrations, and

anxieties? What other feelings might

influence their behavior?

Give them a name and

a portrait to empathize

with your persona.