An empathy map is a technique you can use to develop a better understanding of your target audience or customer segment. It allows you to put yourself in the shoes of your customer and see things from a new perspective.
Start by putting your customer at the centre of the diagram. Then use this template to write down how your customer thinks & feels about your product or service, how they see their environment, what they are saying about your product, and the things they're hearing.
Finally, you'll want to summarise the pain points to using your product or service, as well as what they have to gain. The outcome will be a clearer view of your end user - which you can then share with your team for their feedback and comments.