D4D Tools: Empathy Map

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From Intuit's Design for Delight (D4D) resource center on Intuit Labs: Empathy Map.

Use this tool when you have research you want to understand at a deeper level.

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D4D Tools: Empathy Map

  1. 1. EMPATHY MAP When to use it You have research findings and want the team to understand what they mean at a deeper level. Time 30 to 45 minutes Why use it • To sink into a customer’s perspective and related emotions. • To uncover underlying motivations and beliefs that drive behaviors and words. Feelings are key to delivering delight. How to use it 1. Plan set out Sharpies and Post-Its. 2. Unpack the Field Research: What was surprising? Individually, write down your top three observations. Then, as a group, share each customer’s story out loud, one at a time. Take notes on Post-Its, capturing observations, quotes, and inferences. 3. Walk the Map: Stick Post-Its in the appropriate areas, starting with the explicit (Say/Do) and then the implicit (Feel Think) for each observation. What did this person: Say? (quotes and keywords) Do? (actions and behaviors) Feel? (infer emotions using words and facial expressions) Think? infer beliefs, logic, e.g. “if I do this, then...”) 4. Identify Contradictions: Where did this person say one thing and do another? What motivation, belief, or unarticulated need resolves these truths? 5. Step Back: Look for patterns across customers. 6. Cluster and Identify: Group related observations and insights. Note the ahas and insights for further exploration. DESIGN FOR DELIGHT Deep customer empathy IntuitLabs.com | @Intuit 1 © Intuit
  2. 2. Tips • Using a unique Post-It color for each customer will make it easier to identify patterns across customers and help to identify duplicate notes. • Expressing needs as verbs helps to ensure a focus on the problem to solve rather than the solution to address it. Use with Use the Empathy Map to distill and synthesize findings after interviews, photo diaries, or site visits. At Intuit, we believe our Design for Delight (D4D) approach can make innovators 20x more effective. Three key principles make up D4D: deep customer empathy, going broad to go narrow, and rapid experiments with customers. Now go and create some awesome experiences that delight your customers. © Intuit 2 IntuitLabs.com | @Intuit
  3. 3. SAY DO D4D | Empathy Map THINK FEEL

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