Empathy Maps

What it is

Empathy maps helps design teams to understand the user’s mindset by capturing what a persona says during an interview or other usability study, thinks throughout the experience, the actions the user physically does, and the user’s feelings during the activity, in order to prioritize the user’s needs.

When to use it

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How to use it

Spencer’s spreadsheet contains contextual help on each tab to walk you through the process. She also published the definitive book on card sorting, called Card Sorting: Designing Usable Categories, via Rosenfeld Media.