Empathy Map
01 Definition
Empathy Map meaning: A simple grid capturing what a user says, thinks, does, and feels.
An empathy map is a collaborative diagram that organizes what is known about a user into what they say, think, do, and feel. It helps teams build shared understanding and spot needs or contradictions. It is a summary tool, so it is only as reliable as the research and observations behind it.
Why it matters
How Empathy Map fits the work
Empathy maps help teams step into the user's perspective and align on who they are designing for, keeping decisions centered on real human needs.
In context
After interviews, the team filled an empathy map and noticed users said they wanted speed but acted cautiously, signaling a need for reassurance.
Practical note
Build empathy maps from actual user research, not guesses; when based on assumptions they can reinforce team bias rather than challenge it.