what is empathy mapping?

Question

Accepted Answer

Empathy mapping is a tool used in design thinking to understand users' emotions, behaviors, and motivations.

Empathy mapping involves creating a visual representation of a user's thoughts, feelings, and actions.
It helps designers gain a deeper understanding of users' needs and experiences.
Empathy mapping typically includes sections for what the user says, does, thinks, and feels.
By using empathy mapping, designers can create more user-centered and empathetic designs.
For example, a UI designer may use empathy mapping to better understand how users interact with a website and tailor the design to meet their needs.

Accepted Answer

Empathy mapping is a tool used in design thinking and user experience (UX) research to help teams gain a deeper understanding of their target audience or customers. It helps to visualize the needs, emotions, thoughts, and behaviors of users, enabling a more empathetic approach to designing products or services.

An empathy map typically includes sections that explore the following aspects:

Says: What the user says aloud (quotes, feedback, etc.). This represents their spoken thoughts, desires, or frustrations.
Thinks: What the user is thinking, which may not always be explicitly said. These are internal thoughts, beliefs, or concerns that influence behavior.
Does: The user’s actions or behaviors, which could be related to how they use a product or service.
Feels: The emotions the user is experiencing—whether positive or negative. These could be linked to specific moments or situations.
Pains: The challenges, frustrations, or obstacles the user faces in achieving their goals.
Gains: The benefits, desires, or aspirations the user has, or the positive outcomes they hope to achieve.

what is empathy mapping?

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