An empathy map is a tool used in design thinking and customer experience to help teams understand and empathize with their target users or customers. It is a visual representation that helps teams to gain a deeper understanding of the thoughts, feelings, and motivations of their users by considering their needs, desires, fears, and pain points. The empathy map typically includes sections for what the user says, thinks, does, and feels, providing a comprehensive view of the user's experience. This tool can be used to inform product development, marketing strategies, and customer service initiatives.