Scenario:
You're a UX designer for a video call company (Zoom is a competitor). You're the only designer on a small team.
You and your team have vague, general ideas about who uses your app, but haven't done any real research or gotten into specifics. You need something that will help everyone have a more accurate and empathetic understanding of your users. You want to visualise user attitudes and behaviours, and then have a way to present your findings to your teammates.
Task:
Choose a specific type of person with a particular reason for using a video calling app. Examples include a young person who wants to keep in touch with their extended family, a salesman who needs to meet with clients, or a remote worker who needs to chat with their teammates. Make an empathy map for the type of user you've selected.
You will want to conduct research to inform your user persona, like interviews, diary studies, or surveys.
User Survey:
Before diving into building my empathy map, I had to gather some data from the users themselves. I decided to conduct a survey to better understand the users motivations, goals and frustrations of using video calling apps.
Empathy Map:
Once I had gathered the user data and began to analyse it, finding a growing trend of video calling apps being used for remote working and decided to focus on this type of user. I began to gather the data into an empathy map to better understand the user and to give myself a reference going forward.
