Creating an empathy map is a very simple task and can be done with the help of an online whiteboard. You can use a pre-made empathy map template or create one to include the specific details you need to analyze.
Either way, most empathy maps will include the same quadrant of details, and we'll explain how to create and use a traditional empathy map.
There are four quadrants in a traditional empathy map. These are: Does, Thinks, Says, and Feels. All of these quadrants will pose unique questions about how you can analyze the user’s perspective and what they accomplish in their daily use.
User persona
Before you jump into the quadrants, you need to create thailand telegram data your primary user or user persona. This will go in the middle of the empathy map and will be the basic assumption you will begin to analyze.
As you develop your user persona, ask yourself these questions to help you move through the process and narrow down the user you'll focus on:
Will your user have a specific role in a particular field?
Will it be a specific client?
Says
The “says” part of the empathy map focuses on what the primary user says about the product and its usage. This data can usually be easily collected by conducting a usability test or survey to better understand their opinions.
Quick surveys can be one of the best ways to gauge how people feel about a product/service. Along with usability testing, surveys and customer support are the best ways to determine what your customers think about your product/service.
When you think about what your customer says, ask yourself these questions to help reveal any important information:
What feedback do you receive from your clients?
What do your customers say to each other?
Does
This section is dedicated to the tasks a user performs while using your product/service. This is where understanding the customer journey comes in handy because you can map out each step a user takes and understand each specific task they complete.
By mapping out your tasks, you’ll better understand both the user’s actions and the specific areas you might be having trouble with. Not only will you better understand the actions they take, but you’ll also reveal how your product/service impacts their ability to process these actions and where you can improve your workflow.
When planning the tasks your user completes, consider these questions as guidelines:
What does your client do?
What specific actions does your product/service require?
Where do you see gaps in your workflow?
Think
The “thinks” section of the empathy map focuses on what is going through your customers’ minds as they perform the actions outlined in the “does” section. This breaks down the user’s emotional state during the “does” section and what they think about the entire experience of using your product/service.
Qualitative research and direct feedback should also guide the aspects collected in this section. While it is important to emphasize the inclusion of user feedback in an empathy map, it is also important to consider the things that users would like to say but will not express directly.