empathy-map

name	empathy-map
description	Use when stakeholder motivation is unclear and the work requires a grounded, human view before messaging or intervention design. Use when applying the Empathy Map consulting method and when a user asks for Empathy Map, method execution, structured diagnosis, or action planning.
license	Apache-2.0

Empathy Map

Use this skill to run Empathy Map as a practical consulting method, not as a generic framework explanation.

Method Notes

• Use Says, Thinks, Does, Feels; optionally add pains, gains, pressures, and trust signals.
• Never put guesses into Says or Does.

Required Inputs

Collect or infer these inputs before execution:

• target person or segment
• observed behavior
• quotes or facts
• uncertain assumptions

If an input is missing, do not block automatically. Mark it as missing, state the assumption used, and add a validation action.

When Not To Use

Do not use to invent what users think or feel, or to map organizational power. Base the map on a defined user and context, with observations or interviews separated from assumptions.

Adjacent Methods

• jobs-to-be-done: customer progress and switching forces.
• user-journey-mapping: chronological experience across stages.
• service-blueprint: service operations and handoffs.

Step-by-Step Execution

Step	Required input	How to execute	Output
Choose target	One user, persona, buyer, stakeholder, or segment.	State the person/context and the decision the map should support.	Empathy-map scope.
Collect evidence	Quotes, observed behavior, meeting notes, interview notes, usage data.	Separate direct evidence from interpretation before filling quadrants.	Evidence list.
Fill quadrants	Evidence list.	Map Says, Thinks, Does, and Feels; optionally add pains, gains, pressures, and trust signals.	Empathy map.
Identify patterns	Completed map.	Find contradictions, repeated concerns, hidden anxieties, and unmet needs.	Need and concern diagnosis.
Translate to action	Diagnosis, message goal, product/service/action options.	Define message, question, offer, service change, or validation step.	Action implications.

Output Template

### 1. Actor And Evidence
Actor / segment:
Situation:
Decision to inform:
Evidence sources:

### 2. Observed And Inferred Map
| Dimension | Observation | Fact / inference | Evidence | Confidence |
|---|---|---|---|---|
|  |  |  |  |  |

### 3. Needs And Tensions
| Need / fear | Supporting evidence | Implication |
|---|---|---|
|  |  |  |

### 4. Actionable Test
| Hypothesis | Conversation / observation | Owner | Signal |
|---|---|---|---|
|  |  |  |  |

### Evidence And Next Decision
- Confirmed facts:
- Assumptions:
- Missing evidence:
- Next action, owner, and timing:
- Expected signal and decision threshold:

Quality Gate

• Produce the method-specific outputs for Actor And Evidence, Observed And Inferred Map, Needs And Tensions; do not substitute a generic framework summary.
• Tie every material score, causal claim, or stakeholder judgment to evidence or label it as an assumption.
• Include at least one disconfirming check, sensitivity, alternative explanation, or failure condition appropriate to the method.
• Convert the result into a named action or decision with an owner or stakeholder, timing, and observable signal.
• State missing inputs and the smallest validation action instead of inventing precision.
• Keep wording professional and plain enough that a smart non-specialist can use the output directly.