“Create a customer empathy map for a remote team manager choosing a work tool. In Thinks and feels, include worry that missed handoffs will hurt the team and a desire for visibility without constant meetings. In Sees and hears, include scattered updates across tools and requests for clearer priorities. In Says and does, include running a weekly planning meeting and asking leads for status summaries. In Pains and gains, include chasing updates as a pain and a shared view of ownership and deadlines as a gain.”
看懂背後的決策。
Map the manager during active coordination work.
Verify observations through interviews and diary studies.
Focus on ownership clarity rather than feature requests alone.
Use when a team needs a shared, research-grounded view of a work role and its pressures.
常見問題
Why use an empathy map for a work role?
It helps teams understand the context, pressures and desired outcomes behind a role's tasks.
Are pains the same as feature requests?
No. Pains describe difficulties; feature requests are proposed solutions that may or may not address them.
How is the map validated?
Use interviews, observation and behavioral evidence to confirm or revise each important entry.