How to Use Empathy Maps

Summary: The empathy-mapping process helps distill and categorize knowledge of the user into one place, while the artifact serves as quick, digestible way to illustrate user attitudes and behaviors.

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How to Use Empathy Maps

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When to Use Empathy Maps: 3 Options

Empathy maps are a powerful, flexible tool that can be used to plan for future research studies, capture insights during current user research, and communicate research insights from research that has already been conducted to others.

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Sarah Gibbons is a former NN/G employee who worked on teaching, leadership, and design thought leadership. At NN/G Sarah published ground-breaking insights on service design and service blueprinting, design thinking, and artificial intelligence (AI).

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