Empathy Map is a tool developed by XPLANE  that helps sketching the profile of a customer segment and understand his environment, behaviours, concerns and aspirations.  They can be used during contextual inquiry or as a communication tool within the team. It can also be used in support of the creation of Personas.


The Empathy Mapping Template can be found here.


Osterwalder, A., Pigneur, Y., Business Model Generation (Amsterdam: OSF, 2009)