An Empathy Map is a tool used to organise and connect insights about the experience of a person or group. While interviews reveal experience through dialogue, the empathy map structures it into fields such as thoughts, feelings, needs, pressures, and strengths.
This tool helps the team distinguish insights from assumptions and see people more holistically — not only through problems, but also through existing resources and potential. In this way, it creates a foundation for designing solutions grounded in real experience and capable of supporting sustainable change.