Create structured visualizations of stakeholder perspectives (says, thinks, does, feels) to build deep understanding. Use when conducting user research or validating assumptions.
Create a structured visualization of what a stakeholder says, thinks, does, and feels to build deep understanding of their perspective.
Identify the specific stakeholder or stakeholder group to map.
Review observation and interview notes for this stakeholder.
Organize findings into four quadrants:
SAYS — Direct quotes, what they verbalize
THINKS — Beliefs, concerns, interpretations
DOES — Actions, behaviors, observable activities
FEELS — Emotional states, frustrations, aspirations
Look for:
Save the empathy map in projects/[project_name]/insights/ and link it from the stakeholder's profile in currentstate.json.
# 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