Part of course:
Empathy Maps and User Journey Maps
- Empathy Map
- User Journey Maps
In this tutorial, we will discuss two important concepts that help us relate to our users better. They serve as the starting step for our User-Centered Design process.
An empathy map shows you how individual users feel, think and talk about the experience of using your product. It is the beginning of creating a user persona, which we will discuss near the end of this guide.
Empathy maps are used to collect and organize data about individual users. Later, we can go back to them to look for behavioral patterns, and aggregate them eventually into user personas.
Here's how you make an empathy map:
Once you collect enough empathy maps for individual users (we recommend at least 3 to 5), you'll start to see patterns — these patterns inform User Personas that you'll create later.
A User Journey Map is very similar in concept to an Empathy Map, except it shows how a user is feeling and what they’re thinking about at different points in time while using your product.
In essence, it’s a series of Empathy maps on a timeline as the user progresses through a user flow in your product. For example:
In the User Journey map above, you’ll notice that different stages of the experience are on the X-axis, and we are trying to identify various aspects of the user’s experience on the Y-axis.
There are two types of user journey maps:
Hopefully, in this tutorial, you have learned a little bit about the concepts of Empathy maps and User Journey maps. These are useful tools to help us understand the user's experience better, and help us create User Personas for the product we're working on (covered in next tutorial)