Your unique business
What are your customers thinking?
Learn how to better understand who your customers are and how they experience the world.
Estimated time: 30m
Think about the customers who come to you the most, and answer the questions below with them in mind. Consider creating additional empathy maps for other types of customers.
Empathize with your customer
Who is the person you want to understand?
What situation are they in?
What is their role in the situation?
Find out what they need to do
What do your customers need to accomplish?
What decision(s) do they need to make?
How will you know they were successful?
See what your customers see
What do they see in the marketplace?
What do they see in their immediate environment?
What do they see others saying and doing?
What are they watching and reading?
Hear what your customers say
What have you heard them say?
What can you imagine them saying?
Understand what your customers do
What might they do in a typical day?
What behavior have you observed?
What can you imagine them doing?
Listen for what your customers hear from others
What are they hearing others say?
What are they hearing from friends?
What are they hearing from colleagues?
What are they hearing second-hand?
What do they THINK and FEEL?
Pains – What are their fears, frustrations and anxieties?
Gains – What are their wants, needs, hopes and dreams?
What other thoughts and feelings might motivate their behavior?"
Generate my canvas