Sample Example of an empathy map and how

Sample Example of an empathy map and how it can be used to begin to solve any user issues/perceptions ahead of time

1. What will people SAY… _ Oh no! Not another survey! I don’t have time for this. ? 3. What will people DO… • Ignore it. • Throw it in the trash. • Fill it out only if they’re angry or displeased with you or your services. • Fill it out but not give honest answers. 2. What will people THINK … • I can fill this out, but will they actually use my input? • You sent a survey out last year, but I don’t see how you’ve applied the feedback. • Who’s looking at our data? • If I’m honest, will there be repercussions? Send a Survey? 4. What will people FEEL… Too busy. Unenthusiastic about filling a survey out. Irritated that you’re sending them another survey.

1. What will people SAY… _ 2. What will people THINK … 1. • Lay outfill or this link to a plan how actually you plan to use I can out, butabout will they use my their feedback. input? 2. Briefly state or share 1 -2 things that you implemented • You sent a survey out last year, but I don’t see this year from last year’s feedback. how you’ve the input. are kept 3. Explain that theapplied survey responses • anonymous Who’s looking at our and that you data? are looking at an aggregate • to. If determine I’m honest, will there befrom repercussions? trends/patterns the responses as a whole. Oh no! Not another survey! 1. Explain how you will use time the survey up front. I don’t have for this. 2. Keep the survey length no longer than 5 minutes. 3. State how long it will take to complete in the communication. ? 3. What will people DO… Send a Survey? 1. Start with an introductory sentence that reaffirms how • much Ignore weit. value user input from all levels from staff to • executives. Throw it in the trash. 2. • Make to respond test it to Fill itthe outsurvey only ifeasy they’re angryto. or. User displeased insure that or it’syour easy and quick to respond to. Validate with you services. needed to complete it. answers. • the Filltime it out but not give honest 3. Re-empathize how valuable HONEST feedback is, even if it is NOT positive. But state, we also want to know what we’re doing well, so we can continue to do it. 4. What will people FEEL… 1. See # 2 & 3 in quadrant 1 Too busy. 2. Make sure your email communication has a nice, Unenthusiastic about filling a survey out. inviting tone. Irritated that you’re sending them another 3. Add to the communication an interesting photo that survey. evokes a clever, humorous message , or simply relates to what you’re requesting but gets their attention. 4. Thank them profusely before they complete the survey and after they’ve completed it.