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Empathy Map Template

Use: Week 3, Research & Empathy. Fill this in straight after each interview while it is fresh. One map can combine 2 or 3 interviews of the same type of user.
Rule: use the person's real words and real actions. If you did not see or hear it, do not write it.

Who is this map about? (name your user in one sentence)

What situation were they in? (place, task, moment)

The Four Boxes

SAYS

Their exact words. Quotes only.

DOES

Actions you saw or they described. Behaviour, not opinion.

THINKS

What seems to be on their mind, even if unspoken.

FEELS

Emotions: frustrated, proud, anxious, relieved. Note when.

Pains And Gains

PAINS

Frustrations, blockers, wasted time, worries.

GAINS

What they want, what a good day looks like, small wins.

Your 3 Insight Statements

Look across every box, then complete each sentence from the evidence. Do not jump to a finished solution.

1. I noticed that…

2. I was surprised that…

3. I wonder if…

Before You Submit

All four boxes have real evidence, not guesses.
SAYS uses quotes. DOES describes behaviour.
Your 3 insight statements come from what you found, not from your first idea.

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