Empathy Map
Definition
Empathy Map: An empathy map captures what a customer or user thinks, feels, says, does, hears, and sees—building deeper understanding of their perspective. Used in design thinking and user research, empathy maps help teams move beyond demographic profiles to understand emotional and contextual factors that drive behavior.
Example Usage
“Creating empathy maps from customer interviews revealed that buyers 'say' they want features but 'feel' overwhelmed by complexity. We simplified instead.”
Common Misconceptions
Related Terms
Customer Journey Map
A customer journey map visualizes the complete experience customers have with a product or company—from initial awareness through purchase, use, and a...
User Research
User research systematically studies target users to understand their behaviors, needs, motivations, and pain points. Methods include interviews, surv...
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