1. In design thinking, empathy map is an outline that depicts how a designer might think about a particular user. It is a comprehensive understanding of end users that can be achieved by UX teams or designers by visualizing a user's behavior in an empathy map, to reach a shared understanding, the procedure elicits the knowledge that each party possesses about the user.
2. Empathy maps are divided into four quadrants for a 360-degree perspective on user behavior: SAY (verbatim and direct statements from research), THINK (client thoughts and struggles), DO (user interactions) and FEEL (emotional state). It reveals a user's whole perspective and what they feel differently from what they say, think or do.

Empathy maps can help capture who a user or persona is and should be used throughout UX processes. They can be used to categorize qualitative research, create personas and communicate users to others. Empathy maps should be kept 'alive' by revising and adjusting as more research is conducted, and can also be filled in directly by users.

- Define scope and goals
- Gather materials
- Do Research
- Individually generate sticky notes for each quadrant
- Converge to cluster and synthesize
- Polish and plan

- More understanding of target audience
- More organized information in an easy to comprehend form
- Quick and inexpensive
- Customizable
- Shared understanding and same mindset of the whole team
- It describes how people think, act, and feel

Empathy map is a collaborative tool teams that can utilize to obtain a deeper understanding of their clients. An empathy map can depict a group of users, such as a consumer segment, in a manner similar to user personas. Within the agile community, it has grown very popular. The terms "cognitive empathy," "emotional empathy," and "physical empathy" refer to several kinds of empathy tools.