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.

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

http://x.xplane.com/visual_alignment_dl

https://uxmag.com/articles/how-to-use-persona-empathy-mapping