---
name: empathy-mapping
description: Create structured visualizations of stakeholder perspectives (says, thinks, does, feels) to build deep understanding. Use when conducting user research or validating assumptions.
---

# Empathy Mapping

## Overview
Create a structured visualization of what a stakeholder says, thinks, does, and feels to build deep understanding of their perspective.

## When to Use
- During the Empathize phase
- After conducting observations or interviews
- When synthesizing user research
- When validating assumptions about stakeholder needs

## How to Apply

### 1. Choose Your Subject
Identify the specific stakeholder or stakeholder group to map.

### 2. Gather Data
Review observation and interview notes for this stakeholder.

### 3. Create the Map
Organize findings into four quadrants:

**SAYS** — Direct quotes, what they verbalize
- What exact words do they use?
- What do they tell others?
- What have you heard them say?

**THINKS** — Beliefs, concerns, interpretations
- What might they be thinking?
- What matters to them?
- What are their concerns?
- What occupies their thoughts?

**DOES** — Actions, behaviors, observable activities
- What actions have you observed?
- What do they do today?
- How do they behave?
- What workflows do they follow?

**FEELS** — Emotional states, frustrations, aspirations
- What emotions have you observed?
- What frustrates them?
- What excites them?
- What are their fears and aspirations?

### 4. Identify Insights
Look for:
- **Contradictions** — Where SAYS differs from DOES or THINKS
- **Pain Points** — Negative emotions or frustrations
- **Gains** — Positive emotions or aspirations
- **Unmet Needs** — Gaps between what they do and what they want

### 5. Document
Save the empathy map in `projects/[project_name]/insights/` and link it from the stakeholder's profile in currentstate.json.

## Example Structure

```markdown
# Empathy Map: [Stakeholder Name]

## Says
- "I don't have time to learn new systems"
- "It needs to just work"

## Thinks
- Worried about making mistakes
- Believes current tool is holding them back
- Wants to be more efficient

## Does
- Uses workarounds to avoid broken features
- Checks work multiple times
- Stays late to complete tasks

## Feels
- Frustrated when tools fail
- Anxious about deadlines
- Proud when delivering good work

## Insights
**Pain:** Lack of reliability creates anxiety and extra work
**Need:** Simple, reliable tools that don't require extensive training
**Opportunity:** Reduce cognitive load and improve confidence
```

## Tips
- Use the stakeholder's own words in SAYS
- Infer THINKS and FEELS from observations and context
- Focus on behaviors, not just self-reported actions
- Look for emotional patterns and intensity
- One empathy map per distinct stakeholder type


---
Source attribution: solvaholic
Original project: https://github.com/solvaholic/design-team/blob/8df28af659c670d3955f5b4a6813a08be453d773/.github/skills/empathy-mapping/SKILL.md
License: MIT
License information: https://opensource.org/license/mit
Original upstream instructions; downloaded from Dave AI.

## Upstream license notice

MIT License

Copyright (c) 2025 Roger D. Winans

Permission is hereby granted, free of charge, to any person obtaining a copy
of this software and associated documentation files (the "Software"), to deal
in the Software without restriction, including without limitation the rights
to use, copy, modify, merge, publish, distribute, sublicense, and/or sell
copies of the Software, and to permit persons to whom the Software is
furnished to do so, subject to the following conditions:

The above copyright notice and this permission notice shall be included in all
copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE
AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER
LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM,
OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE
SOFTWARE.



# Dave AI resource metadata

Creator / publisher: solvaholic
Original project: https://github.com/solvaholic/design-team/blob/8df28af659c670d3955f5b4a6813a08be453d773/.github/skills/empathy-mapping/SKILL.md
Attribution basis: Recovered original package and original project license at a pinned revision

Fields of work: Data & Analytics, Design, Marketing, Product Management, Customer Support
Roles: Content Marketer, Customer Experience, Market Research Analyst, Product Manager, UX Designer
Specialties: Cross Platform
Tools: Tool not specified
Country applicability: Country not specified
Classification basis: Source catalog labels
Instruction SHA-256: d56284a45208d047d2eeebf8cbf20f728f454f94131c17a87d34d9eb6a3412bf
Metadata reviewed: 2026-10-27
This metadata supersedes earlier Dave AI catalog attribution. Original instruction and supporting files are preserved.