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EMPATHY MAP

We are looking to understand and categorize a users needs.

What have we observed, what have they done, what do they believe?

We are looking for some insights or some aspect of the experience of a person that can be improved.

We are looking for golden nuggets of opportunity.

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STEP 1. PREPARE FOR THE EMPATHY WORK

 Start by determining who you might interview (a student, a graduate, an employer, etc.) and think of questions or areas of conversation for the interview. It is strongly suggested that you interview more than one person (2-3), to then select one interview to move forward.

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STEP 2. GO OUT AND TALK TO PEOPLE.

Our goal was to find out as much as you can about the other person's experience related to the school-to-work transition. Explore what his/her experiences have been in the past, how he/she felt during key events (for instance, job interview, first day of work, etc.), what aspects were enjoyable and which ones could be improved. Explore the practical aspects of the experience, but don’t stop there, and also inquire about the emotional aspects of it.

 

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22 YEAR OLD FEMALE – RECENT GRADUATE

• My first Interview was over the phone.

• The young woman was 22 years old.

• A recent graduate from an out of state college

• She had moved back home• She was living with her parents• She was working in her normal

summer job.• Looking for something in her field

of study.

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20 YEAR OLD MALE STILL IN COLLEGE

• My second interview was with a 20 year old male.

• Living at home.

• Working in a Game Stop Store.

• Half way through his two year degree program.

• Intending to transfer to another school after two years.

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20 YEAR OLD MALE IN COLLEGE, INTENDING TO GO TO GRADUATE SCHOOL

• Interview Three was a 20 year old male• Half way through his four year degree out

of state• Intending to go to graduate school• Balancing work and school, athletics and

a fraternity

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EMPATHY MAP 2013

As a result of my interviews I had enough information to make an Empathy Map – seen here.

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THIS IS WHAT EACH OF THEM HAD TO SAY… (QUOTES AND DEFINING WORDS)

• Female remarks are colored pink,

• Video Gamer Male’s are colored blue, and

• student/athlete/ brother is in green.

• My remarks are on yellow post-its

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DO (ACTIONS AND

BEHAVIORS)

These are some of the actions they took or behaviors observed .

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FEEL(INGS AND EMOTIONS)

These are their thoughts and feelings looking back over reasons why they (didn’t ask for help or wouldn’t ask for help.)

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THIN

K• These are their

thoughts as they related them to me.

• My comments are on the yellow sticky notes.

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PROBLEM STATEMENT

My task here is to develop a problem statement where we will then look at aspects of the experiences of a person that can be improved (this problem/need may not always be perceived or articulated by that person, that is, it may be implicit).

Because we are looking at the transition points of students heading to the work field, the following is my problem statement:

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PROBLEM STATEMENT: To improve the school to work transition, student’s need a way to be reminded of resources, be attracted to using resources and feel as though they are welcome and it is necessary to use all resources throughout the life cycle of their education. Students need to know the value each of the types of resources bring to them.

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