MENTAL MODEL · M11363

Empathy Map

CreateHigh supportDesign Thinking

Included

Version 1.0.0 · Updated 2026-07-30

CORE DEFINITION

Organize the user's profile through four quadrants: - Says - Thinks - Does - Feels. Scaffolding role: structured empathy, insight into the user. Delve from surface behavior to inner motivation. ("Empathy modeling" is the process of building empathy.)

SCAFFOLDING EFFECT

psychology

Reduce cognitive load

Structured empathy, insight into the user. Delve from surface behavior to inner motivation. ("Empathy modeling" is the process of building empathy.)

anchor

Anchor fast decisions

Use the four quadrants of "Says, Thinks, Does, Feels" to break down surface observations of the user into inner motivations and contradictions, structurally approaching real needs and avoiding projecting one's own assumptions.

MINIMUM ACTION

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Practice this model in one real situation:

Step 1: Select the target user and scenario. Step 2: Record their Says, Thinks, Does, and Feels in the four quadrants. Step 3: Mark contradictions (e.g., saying one thing but doing another). Step 4: Derive design opportunities from insights.

Check to track your progress (stored locally)

Learning progress0%

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Source support: Explicit

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en.wikipedia.orghttps://en.wikipedia.org/wiki/Empathy_mapZH · Explicit
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