1. Customer Empathy Map Template
A Customer Empathy Map is a strategic tool that is used to develop a thorough understanding of the customer or client who will be using a new product or service. More specifically, an empathy map forces individuals who are part of innovation or marketing teams to consider customer attitudes towards the product or service and their behavioral response to it. The empathy map should be created at the outset of any product development process. However, it should be constantly adapted as the team accumulates more client knowledge. The four quadrants of the Empathy Map are what the client 1) Says 2) Thinks 3) Feels and 4) Does. An Empathy Map should be created for any new product or service developed by the organization because it helps to ensure that every team member has a unified perspective on who the product or service is being created for. By encapsulating knowledge about the user of the product or service, the organization will be able to identify what it does not yet know about its clientele and easily organize information (e.g., research, interview transcripts, survey results etc.) about its customers. Further, client information can easily be transmitted to other relevant parties.
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2. Customer Empathy Map Template
Says
Feels
What are the influences of the environment on what the customer explicitly says?
What matters to the customer?
Thinks
Does
What occupies the customer's thoughts?
What does the customer do in public?
Pain
Gain
What are the customer’s fears and frustrations?
What does the customer hope to accomplish?
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