제품을 사용하는 사용자를 파악하는 것은 제품 관리 및 개발 프로세스에서 꼭 필요한 단계입니다. 공감 맵을 사용하면 사용자의 생각, 감정, 행동 및 요구 사항을 파악하고 프로젝트 계획 및 공동 작업을 촉진하여 제품 수준을 높이거나 신제품을 개발할 수 있습니다.
공감 맵이 없으면 사용자가 제품에 대해 어떻게 느끼고 제품과 어떻게 상호 작용하는지 파악하기가 어렵습니다. 그러면 사용자가 찾지 않는 제품을 개발하게 될 위험이 있습니다.
사용자에 대한 귀중한 인사이트를 얻기 원하십니까? 공감 맵의 정의, 이점 및 장기적 효과가 있는 공감 맵을 만드는 방법에 대해 자세히 알아보세요.
What is an empathy map?
An empathy map is a tool for visualizing the user experience, including users’ thoughts, feelings, and behaviors. The knowledge gained from empathy maps can encourage project collaboration throughout the product development life cycle.
What is an empathy map template?
An empathy map template is a pre-designed framework that guides teams in organizing user insights quickly and efficiently. Using a template helps you save the time you would have spent creating an empathy map from scratch. Whenever you need to gain insights into consumer behavior, thoughts, and feelings in the future, you’ll have a ready-to-go template to work from.
Why are empathy maps important?
Empathy mapping is essential for making user-centric decisions. This process helps you understand how your direct consumers feel about your product or service. It also helps keep team members on the same page by aligning them around shared insights.
Tips for creating an empathy map
Accuracy and comprehensiveness are crucial when creating an empathy map, so ensure you use actual user data. You can collect data through customer surveys and interviews, user behavior, and other measurable metrics. However, finding accurate user data that describes how users think and feel can be challenging.
A comprehensive empathy map should also include diverse perspectives. Analyzing various user perspectives helps you create a more complete empathy map that accounts for small details.
Empathy map example
Let’s look at an empathy map example to give you a better idea of how to create and use one. In this example, we’ll create a fake empathy map for our app users.
Think & Feel: The ads are distracting. Does this actually help me save time?
See: Many successful professionals use this app. Some people use similar apps from competitors.
Hear: This app has been recommended by colleagues and industry experts.
Say: “This app is easy to use.” “I liked that my settings were saved between sessions.”
Do: Restarted the app when it ran slow—changed to dark mode setting.
Pain Points: Feeling overwhelmed by the number of tabs and settings. Fear of making the wrong decision.
Gains: Saving time on simple tasks. Learning more about my industry.
공감 맵 템플릿 사용의 이점
Enhances understanding
Using an empathy map template helps you better understand your users, including their thoughts, feelings, and behaviors. By understanding what motivates your users and how they feel about your product or a specific feature, you can set goals that align with their needs and your long-term vision.
When you’re ready to begin goal-setting, use Confluence’s SMART goals template to keep everyone on the same page
Improves collaboration
Collaborative communication is vital to keeping everyone on the same page and working toward a common goal. The empathy map template provides a centralized location for team members to review and discuss user insights.
Confluence whiteboards are tailor-made for team collaboration and idea sharing. They allow you to capture free-flowing thoughts and ideas that can be easily organized and transformed into actionable steps.
Streamlines decision-making
Every decision you make impacts your customers, and empathy mapping gives you a better idea of user needs and how you can satisfy them. Creating an empathy map can help you streamline decision-making by making users’ needs clear and actionable.
Uncovers knowledge gaps
Using an empathy map template can also help you identify knowledge gaps that must be addressed. If you lack insights about your target audience, you can conduct additional research or collect more feedback to fill those gaps.
Promotes alignment
Empathy maps can help you align your strategies and decisions with user needs across multiple teams. Keeping all your teams on the same page and aligned with user needs leads to a better user experience.
공감 맵을 만드는 방법
- 1
목적 정의
공감 매핑을 시작하기 전에 명확한 목표를 설정하고 준비하려는 특정 대상 그룹 또는 사용자 페르소나를 식별하세요. SMART 목표, 즉 Specific(구체성), Measurable(측정 가능성), Achievable(달성 가능성), Relevant(관련성) 및 Time-based(시간 제한)을 갖춘 목표를 설정해야 합니다.
- 2
프레임워크 만들기
다음 단계는 생각 및 느낌, 본 것, 들은 것, 말한 것, 행동한 것, 불만, 이점과 같은 섹션이 있는 공감 맵의 프레임워크를 만드는 작업입니다. 해당 섹션은 브레인스토밍할 때 작성합니다.
- 3
의견 수집
이제 다양한 출처를 통해 공감 매핑 템플릿을 채울 데이터를 수집할 차례입니다. 고객 인터뷰, 설문 조사, 관찰 내용 및 기타 수집한 데이터를 사용할 수 있습니다.
- 4
컨텍스트 추가
여기서부터 고객 공감 맵을 작성하기 시작합니다. 수집한 데이터에 컨텍스트를 추가하려면 2단계에서 만든 범주 중 하나에 입력합니다.
- 5
공동 작업 및 개선
공감 맵이 완성되면 다른 팀원과 함께 검토하며 개선합니다. 이 단계의 목표는 팀과 브레인스토밍 세션을 진행하며 맵이 정확하고 포괄적인지 확인하는 것입니다.
다행히도 Confluence 화이트보드를 활용한 브레인스토밍은 간편합니다. 브레인스토밍 템플릿을 사용하여 다양한 팀원의 피드백을 한곳에서 수집할 수 있습니다.
- 6
인사이트 분석 및 적용
이제 고객 공감 맵을 완성했으니 이 맵을 활용하여 의사 결정 프로세스를 안내하고 조직의 모든 구성원이 동일한 정보를 공유하도록 할 수 있습니다. 또한 공감 맵을 사용하여 제품 개발 및 전략 안내에 활용할 수도 있습니다.
Create an empathy map with Confluence whiteboards
Collaboration is key when creating an empathy map, but Confluence makes project collaboration easy. Confluence provides a centralized location for collaboration across teams, keeping everyone on the same page.
You can use Confluence whiteboards to brainstorm as a team and create an empathy map for your target audience. Every team member stays engaged with real-time editing, and built-in Jira integrations allow you to link whiteboards and Jira issues. Then, when you’re ready, easily share the workspace with the broader org to get stakeholder approval.
Develop a deeper understanding of your customers to drive product development and strategy with a free empathy map template.
