2. Empathy Map
SAY:
• “I am nervous about
disappointing my parents”
• “I really want to be a pilot
but I need more schooling”
• “I feel the pressure to get a
‘real job’”.
• “I didn’t think about what
would happen after
graduation”
THINK:
• Thinks that becoming a pilot will be
seen as a waste in her parents’ eyes
• What does it take to make it as a
commercial pilot?
• How to afford flight school?
• Can she find a job? If so, when? How
long will it take?
FEEL:
• Nervous about risks
• Afraid of disappointing
parents
• Unsure of self
DO:
• Got teary when talking about
parents
• Eyes got “dreamy” when talking
about flying
3. Problem Statement
Katherine needs a way to chart her path to becoming a commercial pilot
because it is her dream and the process can be complicated and expensive.
