Empathy Map

Goal: Understand What Your Customers Want From Your Business

Use the Empathy Map framework online!

Use XPLANE’s Empathy Map to collaborate with your internal team to understand the needs and desires of your customers as means to improve your products and services.

The Framework

To collaborate online, click on the Empathy Map image.

Drag notes from the item palette onto the image. The system will keep track of where you’re placing your notes.

When adding your notes be specific: Try to imagine what this person might hear and how they would hear it. Then, place this note in the “Hearing” section of the image.

Invite other members of your team to join you by clicking on the “+” icon in the lower left. Ask them to add their ideas on how the targeted persona experiences their world.

Emphasize that your goal is to truly understand and empathize with your target persona. Encourage your team to challenge each other if they add notes that do not appear to represent your persona.

When finished, download your results and use them to improve your products and services.

Why it Works
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