Empathy map · IN SHORT
Map one customer group at one decision moment. The skill uses working sections based on Dave Gray's Empathy Map Canvas and marks whether each point comes from research or remains an assumption.
Your brief
In an interview, a team leader says simplicity matters. During an observed trial, she postpones the decision until her colleagues have joined in. We do not yet know why.
Possible draft
Saying: simplicity matters, source interview. Doing: waiting for colleagues, source observation. Concern about team support remains an assumption. Next research question: what happened during the last shared software decision?
01 / THE FOUNDATION
A customer picture in six working sections, gaps between words and behaviour, three to five insights and three practical next steps.
02 / SEE HOW IT WORKS
In an interview, a team leader says simplicity matters. During an observed trial, she postpones the decision until her colleagues have joined in. We do not yet know why.
Saying: simplicity matters, source interview. Doing: waiting for colleagues, source observation. Concern about team support remains an assumption. Next research question: what happened during the last shared software decision?
This example shows the approach. It is not a client result or a guarantee of a particular outcome.
03 / GET STARTED
Describe the customer, what they need to do and when the need arises. Keep different customer groups separate.
Explore seeing, hearing, thinking and feeling, saying and doing, pain and gain. Label every point with its source or as an assumption.
Find differences between statements and behaviour. Develop useful marketing or product actions and investigate the missing evidence.
04 / MAKE IT YOURS
Take the instructions, add your own context and review the draft. You stay in control.
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File language: English