Empathy Mapping Servicenow template

Empathy Mapping by ServiceNow

Help establish happy and loyal customers

Why use this?

  • To understand our user's emotional states and attitudes and to incorporate that empathy into our products

  • To help establish happy and loyal customers

What is this used for?

An empathy map is a collaborative visualization used to articulate what we know about a particular type of user. This is qualitative method that externalizes knowledge about users in order to create a shared understanding of user needs and aid in decision-making. This process can help distill and categorize your knowledge of the user into one place.

What do I need?

  • Stakeholders

  • Designers, product managers, sales, marketing, etc.

  • Customer or user research (qualitative data): user interviews, field studies, diary studies, listening sessions, or qualitative surveys

How do I proceed?

  • Define the scope and goal

  • Gather your team for a workshop

  • Individually write sticky notes for each quadrant

  • As a team, converge and cluster the sticky notes within each quadrant

  • Plan to circle back to the empathy map as more research is gathered or to guide UX decisions

This template was created by ServiceNow.

Empathy Mapping by ServiceNow

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