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UX Research

Empathy Map

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Empathy Map 1: User 1 (Frequent User with Mixed Experience)

1. Says:

“I’ve used virtual numbers for verification purposes. It’s been quite handy.”
“Sometimes the number doesn’t get verified.”
“I always look for the best deal.”

2. Thinks:

Needs a more straightforward verification process.
Concerned about hidden fees when recharging.
Wants to see more payment options.

3. Does:

Uses PayPal and local apps for recharges.
Looks for cashback and rewards apps.
Compares offers to find the best deal.

4. Feels:

Frustrated with unclear pricing and hidden fees.
Appreciates the convenience of online services.
Motivated by the possibility of earning rewards.
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Empathy Map 2: User 3 (Cautious User with Specific Concerns)

1. Says:

“I had issues with virtual numbers not working for certain apps, which was frustrating.”
“The system wasn’t clear.”
“I pay attention to promotions.”

2. Thinks:

Needs assurance that services will work as advertised.
Is wary of unclear pricing and hidden fees.
Values clear redemption processes for rewards.

3. Does:

Prefers platforms that offer good customer service.
Occasionally uses services due to past frustrations.
Checks for promotions before making purchases.

4. Feels:

Unsatisfied with the current speed and availability of services.
Concerned about security and personal information.
Hesitant to recommend services due to past issues.


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Empathy Map 3: User 5 (Value-Seeking User)

1. Says:

“My experience has been mostly positive, but I sometimes face delays.”
“Clear pricing with no hidden fees is important to me.”
“I love rewards, especially for recharges.”

2. Thinks:

Wants to ensure that services provide value for money.
Desires quick transaction processing.
Values both local and international recharge options.

3. Does:

Uses an app recommended by friends for convenience.
Engages with services that offer loyalty rewards.
Actively seeks discounts and promotional offers.

4. Feels:

Satisfied with overall experiences but desires faster services.
Frustrated by inconsistent pricing and delays.
Motivated to share services that provide good rewards and offers.


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Empathy Map 4: User 2 (Tech-Savvy User)

1. Says:

“I often recharge my mobile credit online; it’s faster than going to a store.”
“I like using rewards points for discounts.”
“I find the process lengthy at times.”

2. Thinks:

Prefers apps that offer quick and efficient services.
Believes that transparency in pricing is crucial for user trust.
Wants seamless integration of both local and international recharge options.

3. Does:

Primarily uses their carrier’s app and a popular recharge website.
Actively looks for apps that provide discounts and rewards.
Checks multiple platforms before making a recharge to ensure the best deal.

4. Feels:

Satisfied with the speed of services but wishes for quicker processes.
Frustrated by the lengthy transaction times and occasional hidden fees.
Appreciates platforms that provide reliable customer support and clear information.


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Analysis and Insights:

Common Themes: Users value transparency, ease of use, and the availability of rewards. They also express concerns about security and customer service.
Motivations: Users are driven by the desire for convenience, clear pricing, and the opportunity to earn rewards.
Pain Points: Frustrations arise from unclear pricing, verification issues, and service reliability.
These empathy maps will help you align your product features and marketing strategies with user needs and preferences, ultimately enhancing user satisfaction and loyalty.

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