Understanding the story behind your users is the whole point of empathy mapping, so speak to your actual customers. Perform interviews, enlist researchers, conduct surveys. Ask questions about who ...

Empathy maps employ a four-quadrant system. Categorize insights about what people say, think, feel and do—to get to the heart of what delights customers or turns them off.

Create empathy maps. An empathy map is a diagram broken into four or five sections that call out different aspects of the user’s experience. The sections are typically areas such as “feelings ...

Researchers have developed an AI tool called EmoSync that boosts empathy by tailoring emotional analogies to each user’s ...

For example, CEOs can require “empathy hours” in which people at all levels devote time to specific tasks that involve interacting with and better understanding customers.