MyMapHomebuyer Empathy Map
An empathy map for a first-time homebuyer using a mortgage app — capturing what they say, think, do, and feel during the mortgage application process.
Preview
“Create an empathy map for a first-time homebuyer using our mortgage app”
About the framework
How This Template Applies the Empathy Map Framework
This template applies the empathy map framework — popularized by Dave Gray and widely used in design thinking — to a first-time homebuyer persona. The four quadrants (Says, Thinks, Does, Feels) capture the complete user experience beyond what traditional user stories or requirements documents reveal.
The Says quadrant contains direct quotes a user might say during research interviews: confusion about closing costs, uncertainty about affordability. The Thinks quadrant surfaces hidden anxieties they would not say aloud: fear of rejection, comparison to friends. The Does quadrant maps observable behaviors: comparing rates on multiple sites, watching YouTube explainers. The Feels quadrant captures emotional states: anxiety about commitment, frustration with jargon.
UX researchers, product designers, and product managers use empathy maps to build shared understanding of their users before designing solutions. This template provides a realistic example with four entries per quadrant. Customize it by describing your target user to the AI — replace the homebuyer with a SaaS user, patient, student, or any persona. Add a fifth section for Pains and Gains, or create multiple empathy maps for different user segments.
What's included
What you get
- Four-quadrant empathy map with color-coded headers and content blocks
- Says: real user quotes about closing costs, affordability, and paperwork
- Thinks: internal anxieties about rejection, fairness, and comparing to peers
- Does: rate comparison behaviors, YouTube research, screenshot sharing with partner
- Feels: anxiety, excitement, frustration with jargon, impatience with approvals
Homebuyer Empathy Map
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Frequently asked questions
Common questions
How do I create an empathy map for my own users?
Describe your user persona to the AI: 'Create an empathy map for a small business owner evaluating accounting software for the first time.' It will generate all four quadrants with realistic insights for your user type.
Can I add a Pains and Gains section?
Yes. Ask the AI: 'Add a Pains section (top frustrations) and a Gains section (desired outcomes) below the four quadrants.' This extends the empathy map into a value proposition canvas format.
How do I fill this with real research data?
After user interviews, replace the placeholder quotes and observations with actual data: 'Update the Says quadrant with these interview quotes: [paste your notes].' The AI will organize your raw research into the empathy map structure.
Can I create multiple empathy maps for different user segments?
Yes. Generate one empathy map per persona: 'Create a second empathy map for an experienced homebuyer refinancing their mortgage.' Compare them side by side to identify shared pain points and segment-specific needs.
Homebuyer Empathy Map
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