An empathy map is a collaborative tool teams can use to gain a deeper insight into their customers. Much like a user persona, an empathy map can represent a group of users, such as store managers.
Empathy map helps the designer summarize what is learned about the user from the Understand phase in a format that really pushes the designer into the mindset of an end user.
After user interviews. It can be used for general understanding of the persona, or for a specific user scenario.
To produce an empathy map, you'll simply need to find answers to the questions in this empathy map canvas:
Reference:
https://medium.com/the-xplane-collection/updated-empathy-map-canvas-46df22df3c8a
https://www.solutionsiq.com/resource/blog-post/what-is-an-empathy-map/