Empathy Map illustrations:
"Empathy Mapping helps us consider how other people are thinking and feeling. Typically, research notes are categorized based on what the research interviewees were thinking, feeling, doing, seeing, and hearing as they engaged with your product. It helps your team zoom out from focusing on behaviors to consider the users’ emotions and experience as well..."
More about this exercise: https://www.cooper.com/journal/2014/05/persona-empathy-mapping