Updated empathy map – understanding what people are thinking and feeling

Over the life time of this blog, one post has received far more hits (by some margin) than any other – Empathy Maps

Time and time again those who find this website from a search engine have been searching for more information on empathy maps.  In case you haven’t come across this term before, XPLANE, the designers, explain its purpose as follows:

This particular tool helps teams develop deep, shared understanding and empathy for other people. People use it to help them improve customer experience, to navigate organizational politics, to design better work environments, and a host of other things.
Empathy maps are really useful in any human-centred design task since they help you understand what other people are thinking and feeling.  They can be used in almost any change management, marketing or leadership task.
The designers have now given the tool a make-over and the update is well worth looking at.  Key changes are a more intuitive visual layout and a suggested order for answering the questions.
For more info head over to the author’s blog, which includes a PDF download of the map.
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