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HIGHLIGHTS
BENEFITS OF DOCUMENT
DOCUMENT DESCRIPTION
Empathy map poster gives a detailed description of a how to do empathy mapping.
It is based on Stanford Design thinking model and describes steps how to do empathy mapping.
Empathy Map is a human-centred design tool used to synthesize research data to better understand users/customers. It enables design or problem solving from a user point of view Empathy map can capture one particular user or can re?ect an aggregation of multiple users:
• ONE-USER EMPATHY MAP is usually based on an individual user interview or observation. ? – AGGREGATED EMPATHY MAP represents a user segment. It summarizes qualitative data (e.g. surveys and ?eld studies) in a form of a typical user and "gives data a face"; or it can combine multiple individual empathy maps from users who exhibit similar behaviours.
Poster also gives sketches of some key Design Thinking tools and templates:
? Problem Statement
? Empathy Map
? Persona
Got a question about the product? Email us at [email protected] or ask the author directly by using the "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.
Source: Best Practices in Service Design PDF: Empathy Map - Poster (A0, A1, A2) PDF (PDF) Document, Ivana Nissen
ABOUT THE AUTHOR: IVANA NISSEN
Ivana Nissen is an experienced Director with extensive experience in the Management Consulting industry, specializing in Business Process Design, IT Service Management, and IT Strategy. Ivana has a Master of Science (MSc) in Mathematics and Computer Science.
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Qualifications:
ITIL v3 accredited trainer (2008 - today)
ITIL v2 accredited trainer (2003 - 2007)
ITIL consultant (2003 - today)
Service Desk Institute auditor (2004 - today)
Service Desk Institute consultant (2004 - today)
Certificates:
ITIL v3 Intermediate Qualification: Service Design (2011)
ITIL v3 Intermediate Qualification: Continual Service Improvement (2011)
ITIL v3 Intermediate Qualification: Service Strategy (2010)
ITIL v3 Intermediate Qualification: Service Transition (2010)
ITIL v3 Expert (2009)
ITIL v3 Managers Bridge (2009)
ITIL v3 Intermediate Qualification: Service Offerings and Agreements (2009)
ITIL v3 Intermediate Qualification: Operational Support and Analysis (2009)
ITIL v3 Intermediate Qualification: Service Operation (2009)
ITIL v3 Foundation (2008)
ITIL v2 Service Manager (2004)
Help Desk Analyst (2004)
Help Desk Manager (2004)
ITIL v2 Foundation (2003)
Ivana Nissen has published 26 additional documents on Flevy.
DETAILS
This business document is categorized under the function(s): Design Strategy, Marketing, & Sales
It applies to All
File Size: 1.6 MB
Number of Pages: 1
Related Topic(s): Service Design
Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.
Initial upload date (first version): Aug 14, 2021
Most recent version published: Aug 16, 2021
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