
By Kosta Bolgov
This free customer empathy map template example, created by Dave Gray, will give your team a shared understanding of your user. It’s like a customizable persona map on an online whiteboard.
Use TemplateWith author and founder Dave Gray’s empathy map template, your team will create better customer experiences through empathic design thinking and organizational decision making.
You don’t need to start from scratch. Use Dave Gray’s empathy map template, featured in the Stanford D School curriculum and Harvard Business Review, to:
Identify the subject of your empathy map and their goal—an observable behavior.
Clarify your customer’s observable behavior: “Seeing,” “Saying,” “Doing,” and “Hearing.” Walk a mile in your subjects’ shoes, and imagine their experience.
Pay special attention to pains and gains to identify motivating factors that will help your team approach company goals.
At the end of your workshop, your team will have a clearer picture of your customers’ needs and the basis for an action plan with empathy and emotional intelligence at the forefront.