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Customer Empathy Map - Coggle Diagram
Customer Empathy Map
Does
Research
Social Media / Linked In
Advice of friends / colleagues / competitors
Seek quotes
Try to do it themselves - takes too long, isn't preofessional
Other examples, what else is out there
Lists pros/cons
Reach out to friends for recommendations
Company stalking
Check reviews
Read website
Ask people who've used the service
Indecisive
Says
I want to be able to connect remotely
I don't want this (educational tool) to be boring
Will it be relatable
I want my (product/service) to tell a story
Will this convey the message
I want high quality
Feels
Excited - this has great potential
Apprehensive
Nervous
Frustrated - lack of options/ understanding
Overwhelmed - I can't do this alone
Thinks
I want it to be easy
Am I getting value for money
How long should this take
I don't want it to be complicated