UXD Empathy Map Template

Components of the Empathy Map:An Empathy Map consists of four squares, which we will explain how to fill:

• The “SAYS” square: Document what the user says during the interview verbatim, without summarizing or interpreting their meaning to avoid misinterpretation.

• The “THINKS” square: Include things the user doesn't explicitly say but that you can infer through observation. Summarize the thoughts expressed by the user here and note any feelings conveyed through body language, tone, or other indicators, even if they weren’t verbally expressed. Be careful not to make assumptions about the user.

• The “DOES” square: Incorporates any actions or behaviors the user shares in their responses. Detail the steps and actions the user takes to overcome his/her problem in this square.

• The “FEELS” square: Ask directly in an open-ended manner and list the feelings the user expresses during the interview.

This template was created by Sarah.