The empathy map is a powerful tool in SAP Design Thinking for capturing and organizing insights about users. It helps teams develop a holistic understanding of the user’s experience. Here’s why the correct answers are C, D, and E:

To understand the user's fears, obstacles, and frustrations (C):Empathy maps include sections for emotions and challenges, helping teams identify pain points and barriers that users face. SAP emphasizes addressing these issues to create meaningful solutions.

To understand what the user sees, hears, says and does (D):These categories form the core of the empathy map, capturing the user’s external environment and behaviors. SAP highlights the importance of observing and documenting these aspects to gain a comprehensive view of the user’s context.

To understand the user's needs and measures of success (E):Empathy maps also explore what users need and how they define success. SAP stresses aligning solutions with these insights to ensure relevance and value.

Incorrect Options:

A. To understand the attributes of the user's character:While character traits may emerge during empathy research, the empathy map focuses on observable behaviors and experiences rather than personality attributes.

B. To understand the user's ideas to solve the problem:The empathy map is not intended to capture the user’s proposed solutions but rather their experiences and needs. Solution generation occurs during ideation.