“Create a customer empathy map for a person managing diabetes between appointments. In Thinks and feels, include wanting stable readings without care taking over the day and feeling discouraged after an unexpected result. In Sees and hears, include conflicting food advice online and family asking whether everything is under control. In Says and does, include checking readings, planning meals and writing questions for the next appointment. In Pains and gains, include fitting routines into work and family life as a pain and clear support for everyday decisions as a gain.”
Lee las decisiones que hay detrás.
Consider work, family and daily routines alongside clinical tasks.
Confirm needs with patients rather than generalizing from a condition.
Focus information on the moments people must act between visits.
Use for patient-centered service design with appropriate privacy and clinical governance.
Preguntas habituales
Can empathy mapping be used in healthcare?
Yes, when it is grounded in patient research and handled with appropriate privacy and clinical governance.
Does the map give medical advice?
No. It describes experiences and needs; clinical guidance must come from qualified care professionals.
Why include daily context?
Daily routines often determine whether a care plan is practical for a person to follow.