Customer empathy map for a diabetes patient
This empathy map focuses on the everyday context of a person managing diabetes between appointments. The person wants stable readings but does not want care to dominate work and family life. They encounter conflicting advice, questions from others and unexpected results that can be discouraging. Their actions include checking readings, planning meals and collecting questions for a clinician. The central pain is fitting a routine into a busy life, while the desired gain is practical support for daily decisions. This map is not medical advice or a substitute for individualized care. It is a research tool that can help care teams discuss barriers and support needs with respect for privacy and patient evidence.
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Scenario
A care team is exploring how to support people managing diabetes in daily life.
Key decisions
- Respect context: Consider work, family and daily routines alongside clinical tasks.
- Avoid assumptions: Confirm needs with patients rather than generalizing from a condition.
- Support decisions: Focus information on the moments people must act between visits.
When to reuse this
Use for patient-centered service design with appropriate privacy and clinical governance.
Frequently asked questions
Can empathy mapping be used in healthcare?
Does the map give medical advice?
Why include daily context?
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