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PROCESS
Empathy Map
An empathy map captures what a user says, thinks, does and feels (plus pains and gains) to build shared understanding of them.
IntelligenceValue chainIndustryCross-industryPracticeOperationsFocus04 Transformation Blueprints
empathy mapempathythe six quadrants and what each capturesgrounding the map in researchempathy-mapping sessionmap for tension and insightfrom map to design decisionsuser says