The “says” part of the empathy map
Posted: Thu Feb 13, 2025 6:22 am
Focuses on what the primary user says about the product and its usage. This data can usually be easily collected by conducting a usability test or survey to better understand their opinions.
Quick surveys can be one of the best ways to gauge how people feel about a product/service. Along with usability testing, surveys and customer support are the best ways to determine what your customers think about your product/service.
When you think about what your customer says, ask yourself these questions to help reveal any important information:
What feedback do you receive from your clients?
What do your customers say to each other?
Does
This section is dedicated to the tasks a user performs thailand telegram data while using your product/service. This is where understanding the customer journey comes in handy because you can map out each step a user takes and understand each specific task they complete.
By mapping out your tasks, you’ll better understand both the user’s actions and the specific areas you might be having trouble with. Not only will you better understand the actions they take, but you’ll also reveal how your product/service impacts their ability to process these actions and where you can improve your workflow.
When planning the tasks your user completes, consider these questions as guidelines:
What does your client do?
What specific actions does your product/service require?
Where do you see gaps in your workflow?
Think
The “thinks” section of the empathy map focuses on what is going through your customers’ minds as they perform the actions outlined in the “does” section. This breaks down the user’s emotional state during the “does” section and what they think about the entire experience of using your product/service.
Qualitative research and direct feedback should also guide the aspects collected in this section. While it is important to emphasize the inclusion of user feedback in an empathy map, it is also important to consider the things that users would like to say but will not express directly.
This might be a good place to consider the overlap with the “say” section and consider what you say to each other about what you think.
Use the qualitative data you've collected, such as user interviews where the user analyzes their thoughts while performing a task, to get inside the user's head and find out what's important to them.
Some questions to ask yourself when completing this part might be:
What goes through your customers' minds as they perform the tasks listed in the "what does" section?
What do you think about the experience as a whole?
What do you think they might not tell you?
Feel
The sentiment quadrant considers the user’s emotions as they navigate your product/service. There can be many contrasting feelings in this section, and it’s important to think not only about how they feel about the entire mapping process, but also how they feel about each specific step.
The feelings section can contain many different things because people will feel all kinds of things about your product. Rarely will people be strictly polarized only one way or another about a product/service. They will almost always have to deal with both positive and negative aspects.
It is your job to analyze these positive and negative aspects and create something constructive from them.
Some good prompts to ask in this section might be:
How do you feel about the tasks you perform?
How do you feel about the overall experience?
What obstacles do you face in achieving success?
What excites them about using your product/service?
Conclusion
Empathy mapping can help organizations empathize with customers, resulting in more meaningful customer connections and increased customer loyalty. Ultimately, stronger relationships can lead to higher customer satisfaction and increased revenue.
References:
Quick surveys can be one of the best ways to gauge how people feel about a product/service. Along with usability testing, surveys and customer support are the best ways to determine what your customers think about your product/service.
When you think about what your customer says, ask yourself these questions to help reveal any important information:
What feedback do you receive from your clients?
What do your customers say to each other?
Does
This section is dedicated to the tasks a user performs thailand telegram data while using your product/service. This is where understanding the customer journey comes in handy because you can map out each step a user takes and understand each specific task they complete.
By mapping out your tasks, you’ll better understand both the user’s actions and the specific areas you might be having trouble with. Not only will you better understand the actions they take, but you’ll also reveal how your product/service impacts their ability to process these actions and where you can improve your workflow.
When planning the tasks your user completes, consider these questions as guidelines:
What does your client do?
What specific actions does your product/service require?
Where do you see gaps in your workflow?
Think
The “thinks” section of the empathy map focuses on what is going through your customers’ minds as they perform the actions outlined in the “does” section. This breaks down the user’s emotional state during the “does” section and what they think about the entire experience of using your product/service.
Qualitative research and direct feedback should also guide the aspects collected in this section. While it is important to emphasize the inclusion of user feedback in an empathy map, it is also important to consider the things that users would like to say but will not express directly.
This might be a good place to consider the overlap with the “say” section and consider what you say to each other about what you think.
Use the qualitative data you've collected, such as user interviews where the user analyzes their thoughts while performing a task, to get inside the user's head and find out what's important to them.
Some questions to ask yourself when completing this part might be:
What goes through your customers' minds as they perform the tasks listed in the "what does" section?
What do you think about the experience as a whole?
What do you think they might not tell you?
Feel
The sentiment quadrant considers the user’s emotions as they navigate your product/service. There can be many contrasting feelings in this section, and it’s important to think not only about how they feel about the entire mapping process, but also how they feel about each specific step.
The feelings section can contain many different things because people will feel all kinds of things about your product. Rarely will people be strictly polarized only one way or another about a product/service. They will almost always have to deal with both positive and negative aspects.
It is your job to analyze these positive and negative aspects and create something constructive from them.
Some good prompts to ask in this section might be:
How do you feel about the tasks you perform?
How do you feel about the overall experience?
What obstacles do you face in achieving success?
What excites them about using your product/service?
Conclusion
Empathy mapping can help organizations empathize with customers, resulting in more meaningful customer connections and increased customer loyalty. Ultimately, stronger relationships can lead to higher customer satisfaction and increased revenue.
References: