Dimension & Diagram
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 large easel pad, draw the base empathy map with four quadrants: 1. Say; 2. Do; 3. Think; 4. Feel.
- Notice that “say” and “do” are very explicit and “think” and “feel” are implicit.
- Consider a specific 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.
- From your discussion, write “Ways of…” statements that can seed a brainstorm of ideas.