Step 01SELECT A STAKEHOLDER
Choose a stakeholder or user group affected by the complex problem or system challenge to focus the empathy mapping exercise on. Be specific about their role or position within the system.
Step 02DEFINE OVERALL GOALS
Articulate the stakeholder's overarching goals, aspirations, or desired outcomes in relation to the problem, and consider how these might inform potential solutions. Look for commonalities or patterns across stakeholders to identify shared objectives.
Step 03IDENTIFY FEELINGS AND TASKS
Document the stakeholder's feelings and emotions related to the problem, as well as their tasks, actions, and responsibilities in the context of the system. Use quotes, images, or keywords to capture their experiences.
Step 04MAP INFLUENCES AND PAIN POINTS
Explore the stakeholder's key influences, such as social, cultural, or economic factors, and uncover their pain points or barriers within the problem space. Consider how these factors affect their behavior and decision-making.
Step 05REFLECT AND SHARE INSIGHTS
Discuss the insights gained from the empathy mapping process with the team, and consider how they might inform the innovation work, ensuring a deeper understanding and empathy for the affected stakeholders. Capture key takeaways and learnings for future reference.