Customer Empathy- Studies shows that only about 24% of the features that are developed are actually used and the rest are either never used or rarely used! It is not an exaggeration to say that one of the reasons for this could be that we don’t really understand what the customers want and look forward to.


The crux lies in understanding what the customer problems are and coming up with a product that actually solves their problem from the root and not just the symptoms.  For such deep empathy we need to step into their shoes and understand their inner game and needs!

Here is where collaboration frameworks like Empathy maps come to rescue. In this blog post, I will be sharing few such frame works!


Each of these frameworks target one aspect of customer’s emotional quadrant to get a deep understanding  around that emotion and the data collated could give some useful insights into- Are we building something that will ease the life of the end users or complicate it more .