Empathy maps


 * How customer perceives experience of engaging with an organisation
 * Quadrants
 * Says
 * Does
 * Thinks
 * Feels
 * Notes
 * Not all steps but view of experience from different perspectives
 * Generated quickly
 * May result from interviews, workshop focus group
 * Representative sample of customers
 * Powerfull way of communicating problems to stakeholders (managerial positions)
 * Connection whit personas