THE PROCESS

EMPATHY MAP

INFLUENCERS

QUOTEs

memorable things they said

who or what has a lasting impact

ASPIRATIONS

OBSTACLES

OUTLOOK

responsibilities

what they are trying to achieve

measures of success

overall goals

hopes

frustrations

pain areas

fears

how they see the world

what really matters

motivations

what is under their authority

tasks

duties

USER

POINT OF VIEW STATEMENT

EMOTION+USER+NEED+INSIGHT

adjectives we are seeking to resolve through design

how the user feels about the need

who you are designing for

the need you are designing for

or something you are enhancing

the deeper reason why this need is an issue

what makes the need significant