Customer Empathy Mind Map

1. See

1.1. Offline?

1.2. Online?

1.3. Friends/Family?

2. Gains

2.1. Needs?

2.2. Wants?

2.3. Aspirations?

3. Pains

3.1. Frustrations?

3.2. Obstacles?

3.3. Fears?

4. Hear

4.1. At work?

4.2. At home?

4.3. Media?

5. Say/Do

5.1. Attitude in public?

5.2. Behaviour to others?

5.3. Messages to others?

6. Think/Feel

6.1. What matters?

6.2. What excites?

6.3. What scares?