Customer Experience

Step into your customer's shoes with an empathy map.

We’ll identify 1-3 customer personas that are relevant to your business and will explore what it is like to be them using an Empathy Map. We'll consider how they think and feel, what they do and say as well as considering their pains, wants and gains from working with you.

Type

Canvas

Time

60 minutes

Group size

4-12 people

Best as

Group exercise

In depth

A little more detail.

Three people discussing colorful sticky notes on a transparent board in a teamwork session.

Really getting inside the head of your customers will allow you to spot opportunities for how you can work better with and for them.

We’ll identify 1-3 customer personas that are relevant to your business and will explore what it is like to be them using an Empathy Map.

We'll consider how they think and feel, what they do and say as well as considering their pains, wants and gains from working with you.

Armed with this information you’ll be able to understand what drives your customers and what they are looking for when they choose who to work with.

Outcomes

What you'll leave with.

Illustration of two people with orange backpacks viewed from behind, looking sideways and smiling.

When to use it

Use Customer Experience to get inside the minds of your customers. Building an empathy map for one to three personas, what they think, feel, do and say, along with their pains and gains, reveals what really drives the people you serve.

Illustration of a woman with orange hair holding a tablet and giving a thumbs up.

Use it when

A team needs a richer understanding of its customers.
You want to spot opportunities to serve people better.
Decisions are being made without a clear picture of customer needs.

Not the right tool when

You want to map the customer's journey step by step. Use Customer Journey Map.
You first need to define who your customers are. Use Who's Our Customer?

Used in

Workshops that feature this tool.

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Use it with your team

This tool works best in a well-facilitated room.

Using this tool with a skilled facilitator means that discussions are focused, time is used efficiently, and the group moves toward consensus, making the session productive and impactful.

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