Empathy mapping is a visual exercise that involves creating a map of a user's thoughts, feelings, and behaviors. It's a way to organize and categorize user research data, such as interview transcripts, survey responses, and observational notes, to gain a deeper understanding of the user's experience.

| Tool | Phase | Purpose | |------|-------|---------| | | Understand | Capture what users say, think, do, and feel. | | Stakeholder Map | Observe | Identify who is affected by your solution. | | Point of View (POV) Madlib | Define | Frame a problem as: User + Need + Insight . | | How Might We (HMW) | Ideate | Turn problems into opportunity questions. | | Dot Voting | Ideate | Democratically prioritize ideas. | | Paper Prototype | Prototype | Quickly visualize a solution with low cost. | | Feedback Capture Grid | Test | Organize feedback into likes, criticisms, questions, and new ideas. |

The book follows a "micro-process" that guides a team from an initial problem to a tested solution. It breaks the innovation journey into seven distinct stages: Amazon.com