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. Could also support the creation of Personas.
This template is an adaptation of the XPLANE Empathy Map.
Osterwalder, A., Pigneur, Y., Business Model Generation (Amsterdam: OSF, 2009)