Empathy for a user’s experience is at the heart of creating meaningful solutions. An empathy map helps your team articulate the user’s perspective.
- On a piece of flip chart paper or, draw the base empathy map with four quadrants: 1. Say; 2. Do; 3. Think; 4. Feel. You can also use an empathy map worksheet.
- Notice that “say” and “do” are very explicit and “think” and “feel” are implicit.
- Review your notes about one user’s experience and walk the map, writing down on sticky notes what the user said, did, felt, or thought.
- Use another color for another user’s experience.
- Once populated, step back and reflect on the content. Look for patterns and inconsistencies. What’s at the heart of this experience? Write down these observations and insights.
- Share your empathy map with some of the people who participated in your research. Do they have new points to add or qualify?
- From your discussion, you can start writing “How Might We…” or “Ways of…” statements that can seed a brainstorm of ideas.