To gain in-depth insights into the end-user’s experiences, pains, and needs, ensuring that the solutions developed are genuinely user-centric.

This tool is instrumental in aligning product development with actual user needs, thereby increasing the likelihood of successful adoption and impact.  

Implementation: Draw the quadrants of the empathy map on paper or on a whiteboard, and fill out each section: what did the user say, do, think and feel? An expanded version can include what the user hears and sees, as well as their pains and gains. Conduct sessions involving diverse stakeholder groups to get a well-rounded understanding of the user, utilising visual aids to capture ideas.

Empathy map