Use empathy mapping to catch the gap between what an audience says, thinks, does, and feels.
Sort each audience signal into the bucket that best fits the framework. "This policy seems fine as long as exceptions are clear." Says Worries that asking for an exception will make them look difficult Thinks Keeps an old spreadsheet because the new tool feels risky Does Relieved when a manager confirms the deadline is unchanged Feels "I understand the reason, but I need the edge cases." Refreshes the FAQ twice before submitting the form Role Need Action
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