User empathy map

Supplementary to the user profile, this map tells you exactly what kind of experience your users are facing.

Collecting valuable insights

As with the user profile, this is only truly valuable if you've actually spoken with users. If you're working on a redesign, the best thing you could do is set users in front of whatever it is you're redesigning, and give them a specific instruction, such as "find a new job and write an application for it", or "figure out if you could get a mortgage for $150,000". While using the production, let them speak out loud: what's happening? Why did they click somewhere? What are they looking for? What surprised them, frustrated them, or caught them off-guard?

I find it helpful to map these findings in a user empathy map which tracks their important decisions, achievements and frustrations. 

Why is this useful?

You're collecting a bunch of important findings in a presentable format. This is helpful because it's presentable to stakeholders: you could print them off and pin them to your war room for easy reference. It reminds you of intricate steps or illogical behaviours your users may display that you might forget during your design stages. 


User interface design
User research
Information architecture
Content strategy
Project management


Cathay Pacific
City University Hong Kong
Chinese University of Hong Kong
Good Financial
Hong Kong University
Starr Insurance
Swire Hong Kong


Bachelor of Interactive Media Design at the Royal Academy of Arts, The Hague


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