An empathy map helps you to share key understanding and assumptions around user attitudes and behaviours.  

When to use an empathy map

You create a new empathy map for each user type or user persona.

The contents of an empathy map

The empathy map is split into four quadrants - says, thinks, does, and feels. It helps to identify inconsistencies in the perception of the same user from various team/s and can help align the internal understanding of the user.

A picture of an empathy map. It has 4 quadrants - say, think, do, feel

Source: Service Design Tools

Template

Download this Empathy Map Template by Service Design Tools.