Understand your users by mapping what they say, think, do, and feel
What does the user say out loud? Direct quotes.
What might the user be thinking? Thoughts not spoken.
What actions does the user take? Observable behaviors.
What emotions does the user experience?
IDEO & d.school Stanford
Comprehensive guide to empathy mapping and user research techniques in design thinking.
Elizabeth Goodman, Mike Kuniavsky, Andrea Moed
A practical guide to user research methods including empathy mapping and user understanding.
IDEO.org
Free guide with practical tools for understanding users and building empathy.