Empathy Map

Use this skill to run Empathy Map as a practical consulting method, not as a generic framework explanation.

Method Notes

• Use Says, Thinks, Does, Feels; optionally add pains, gains, pressures, and trust signals.
• Never put guesses into Says or Does.

Required Inputs

Collect or infer these inputs before execution:

• target person or segment
• observed behavior
• quotes or facts
• uncertain assumptions

If an input is missing, do not block automatically. Mark it as missing, state the assumption used, and add a validation action.

When Not To Use

Do not use to invent what users think or feel, or to map organizational power. Base the map on a defined user and context, with observations or interviews separated from assumptions.

Adjacent Methods

• jobs-to-be-done: customer progress and switching forces.
• user-journey-mapping: chronological experience across stages.
• service-blueprint: service operations and handoffs.

Step-by-Step Execution

Output Template

### 1. Actor And Evidence
Actor / segment:
Situation:
Decision to inform:
Evidence sources:

### 2. Observed And Inferred Map
| Dimension | Observation | Fact / inference | Evidence | Confidence |
|---|---|---|---|---|
|  |  |  |  |  |

### 3. Needs And Tensions
| Need / fear | Supporting evidence | Implication |
|---|---|---|
|  |  |  |

### 4. Actionable Test
| Hypothesis | Conversation / observation | Owner | Signal |
|---|---|---|---|
|  |  |  |  |

### Evidence And Next Decision
- Confirmed facts:
- Assumptions:
- Missing evidence:
- Next action, owner, and timing:
- Expected signal and decision threshold:

Quality Gate

• Produce the method-specific outputs for Actor And Evidence, Observed And Inferred Map, Needs And Tensions; do not substitute a generic framework summary.
• Tie every material score, causal claim, or stakeholder judgment to evidence or label it as an assumption.
• Include at least one disconfirming check, sensitivity, alternative explanation, or failure condition appropriate to the method.
• Convert the result into a named action or decision with an owner or stakeholder, timing, and observable signal.
• State missing inputs and the smallest validation action instead of inventing precision.
• Keep wording professional and plain enough that a smart non-specialist can use the output directly.