Empathy Mapping by ServiceNow
Help establish happy and loyal customers
Trusted by 65M+ users and leading companies
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.
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