Empathy maps can be used whenever you find a need to immerse yourself in a user’s environment. It is used to identify feelings, thoughts, and attitudes of existing or potential users and understand their needs. It is a collaborative tool librarian can use to gain a deeper insight into their customers.
- We also suggest speaking to experts who know the user. Librarians can also be active and “Walk in the shoes of the user!”
Aims of the session: Understanding of the user’s needs. Find out in the context of the library what will help the users to use the cultural heritage collection and what are their preference.
Group: several groups of 2 people
Duration: 20-30 min.
Materials needed: Notepad or use a template. Pens and Post-its to write the essential points on the empathy map.
Step 1. The method is simple and fun. Hand each team member sticky notes and a marker. Each person should write down their thoughts on stickies. Ideally, everyone would add at least one sticky to every area of the map in a clockwise direction. You might ask questions, such as:
- What would the user be thinking and/or feeling? What are some of their worries and aspirations?
- What would their friends, colleagues, and boss be likely to say while the user is using our collection? What would the user hear in these scenarios?
- What would the user see while using our collection in their environment?
- What might the user be saying and/or doing while using our collection? How would that change in a public or private setting?
- What are some of the user’s pain points or fears when using the collection?
- What gains might the user experience when using our collection?
Step 2. File in the fields Pains and Gains.
These steps allow constructing the point of view based on user needs. The empathy map will help you to make strategic decisions and design an experience that satisfies the user. It is mainly used to “understand”, “observe”, “define the point of view” and “test phases.
For a different template watch: