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Empathy Mapping in Action

User interface

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24 views

Empathy Mapping in Action

User interface

Uploaded by

jennywilsonstargirl061
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Empathy Maps -

WWH?
Gloria Adrian-Product Designer

Unlocking User Insights: Empathy Maps in Action


What are Empathy Maps?
Empathy maps are like visual snapshots of what users think,
feel, see, say, do, and hear. They help us understand users
better.

Thay are easily understood charts that explain what UX


designers have learned about a particular type of user.
Empathy maps can help break down each interview into
digestible pieces of information.
Why do we use Empathy Maps?
Empathy maps help us step into the shoes of users and see
the world from their perspective.

This helps us design products that truly meet their needs.


How do we create Empathy Maps?
● Steps

1. Gather Information: Talk to users or collect data about


them.
2. Create Categories: Make sections for what users think,
feel, say, and does.
3. Fill In the Map: Use simple notes, pictures, or keywords
to describe what's relevant for each category.
Empathy Mapping in action

Scenario : Imagine your company is building a new app for


scheduling dog walkers. The purpose of the app is to match
qualified dog walkers with customers who need help caring
for their dogs.
You’re on the UX team, and your team is in the early stages
of designing the app and understanding user pain points.
Bio - Sarah is 32 -years-old
teacher who lives in Lagos.
Sarah has a demanding job
as a teacher. She also
volunteers as a volleyball
coach after school.
[UX Researcher]- Could you tell us a bit about your daily routine
and how your dogs fit into it?
[Sarah]- I have two dogs, Max and Daisy. My day starts early. I
get up, walk the dogs, and then head to school. I'm usually there
until the late afternoon. After that, I coach the volleyball team,
which keeps me busy until early evening. By the time I get
home, I'm exhausted
[UX Researcher]- That does sound busy! Can you tell us how you
currently manage your dogs' care, especially during your long
days?
[Sarah]- It can be tough. My neighbor’s son helps out
sometimes, but it's not very reliable. I worry about Max and Daisy
being alone for so long. I want to make sure they get the
exercise and attention they need.
[UX Researcher]- That's completely understandable. Now,
during the day, what do you think and feel about your dogs and
their care?
[Sarah]- I love my dogs! They have so much energy. If it was up
to them, they’d go on five walks a day!
I feel guilty for not being there with them, and I worry if they're
getting restless or bored. I love my job and coaching, but I don't
want my dogs to suffer because of it
[UX Researcher]- Is there any way in which you feel these
challenges could be resolved?
[Sarah]- If there was an app that could connect me with trusted
dog walkers who could take Max and Daisy out during the day,
I'd feel so much better. I want to know they're in good hands and
enjoying their time when I can't be there.
● “I worry about Max and Daisy ● "I want my dogs to be happy
being alone for so long." and healthy."
● "I feel guilty for not being ● "I need a reliable solution for
there with them." their care."
● "I want to know they're in ● "An app could connect me
good hands." with trusted dog walkers."

SARAH

● Guilt about leaving her dogs


● Walks her dogs in the morning. alone.
● Has a demanding job as a school ● Worry for her dogs'
teacher. well-being.
● Volunteers as a volleyball coach ● Exhausted after her long day.
after school.
Types of empathy maps
It's important to understand that there are two types of
empathy maps: one-user empathy maps and aggregated
empathy maps (also known as "multiple-user empathy maps")

One-user empathy maps are created by taking the data from


one user's interview and turning it into an empathy map

Aggregated empathy map, represents a group of users who


share similar thoughts, opinions, or qualities
Pain points
Pain points are any UX issues
that frustrate the user and
block the user from getting
what they need.

Remember the Norman Door?


If you expect a door to open, it
should open. If it doesn't, that's
a user pain point
Types of pain points
Work To-Do

Build an empathy map for your portfolio project


Questions?
Ask me or I will ask you!

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