An empathy map is a tool teams can use to gain a deeper insight into their users. Much like a 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.
During the define phase to summarize findings from methods like user Interviews, Contextual Inquiry, Observation. It can be used for general understanding of the persona, or for a specific user scenario.
To produce an empathy map, you'll need to find answers to the questions in the empathy map canvas below:
You can use this list of emotions to help fill out the feelings section of the empathy map
Reference:
https://medium.com/the-xplane-collection/updated-empathy-map-canvas-46df22df3c8a
https://www.solutionsiq.com/resource/blog-post/what-is-an-empathy-map/