Empathy Map

For my first blog, I decided to use my friend Erin to create a persona. I met him through mutual dance friends a few years back and he’s become one of my closest friends.  

1. What Does Erin Think & Feel?

Erin was born in Sydney, Australia in 1987.  He lived there for the first three years of his life before he moved to Katy, Texas. Erin, his parents, brother, and sister have been happily living in the suburbs of Houston since then. He came out to his friends and family in high school, but has known his sexually since childhood.

Currently, Erin works as a Visual Merchandising Manager at Urban Outfitters.  He has been working forty-hour weeks at this retail store for almost two years now. As a Visual Manager, Erin ensures that the store as a whole is visually up to par with the company’s standards. He overlooks the individual departments within the store, making sure that products are correctly placed to support the business. Erin has an aesthetic eye, making his job a walk in the park. Once Erin punches out of work, he trades his manager pants for dancing ones. He heads straight to the dance studio where he runs a children’s hip-hop team and performs with the senior one. He dedicates just as much time to dancing at the studio as his job at Urban Outfitters.

One of the toughest things about the arts is making it unique without it straying too far from the norm. Erin is constantly struggling to stay inspired for fresh and new ideas, both in the retail and dance world. As a choreographer, he’s always fighting to make his dances stand out from the rest. You want your routine to be creative, entertaining, and memorable. Erin’s aspiration is to do what he loves while supporting himself. Although he loves his job in visuals at Urban Outfitters, his dream is to move to Los Angeles to dance professionally.

2. What Does Erin See?

At work, fashionable clothes and many different types of people surround Erin. His co-workers range from age 20-35 and they encounter diverse customers everyday. The hip-hop team he runs at the dance studio include children from ages 7-13 and the senior dance team consists of people in their 20s and 30s. As an extrovert, Erin loves the fact that he is constantly surrounded by people. His mom and dad are from the Philippines, so his life at home is heavily influenced by that culture.

Erin spends the two days he’s not at Urban Outfitters at the studio with his dance team. Because Erin’s life consists of nothing but work and dance, his closest friends come from these two circles. The dancers at the studio have grown to be his second family and he looks forward to seeing them everyday. If Erin has free time, he spends it hanging out with his dance friends or boss from work.

3. What Does Erin Say and Do?

Erin’s infectious and quirky attitude definitely brightens the room when he walks in. He possesses the incredible ability of turning any bad situation into a positive one. (It’s guaranteed that Erin can turn your frown upside down!) You can count on him to give you an honest opinion because he always stays true to himself and what he believes. Even though he keeps it real, Erin knows his boundaries and stays respectful while doing it. Because Erin works at a retail store, he is quite trendy and fashionable. Urban Outfitters requires him to dress up at work, which carries into his everyday life. A typical outfit from him would be Doc Martin’s, colored shorts, a dinosaur button-down, and a bowtie to top it off. His loud choices in clothing certainly depict his quirky personality. He recently bleached the top three inches of his hair blonde, making him stand out even more in a crowd.

                                                           4. What Does Erin Hear?

                     Erin’s boss at Urban Outfitters would say that he creates a fun work environment for everyone there. He may not show much initiative or leadership skills, but he works efficiently with what he has. If I had to choose three words to describe Erin, it would be energetic, outgoing, and bold. He dances to the beat of his own drum and doesn’t care what people think of him. You can tell Erin whatever you want, but he’s not easily influenced by what others have to say to him.

              

5. What are Erin’s Pain Points?

As an artist, Erin’s greatest fear is rejection. He would love to move to L.A. to pursue his dream as a professional dancer, but his fear of failure and rejection is stopping him. As daring and confident as he is, he’s also very practical. Erin knows that not many people can successfully make it in the dance industry and sustain a living from it. As a visual designer, he’s also scared that his work won’t be received well by others. Erin has to make sure that his ideas aren’t too outlandish, or else the audience might not understand it.

Because Erin’s personality is so crazy and loud, he gets frustrated when people don’t take both sides of his life seriously. His love of dance and design are equally important and people often underestimate his dedication to both. It’s discouraging when people don’t take you seriously on a subject you’re really passionate about.

6. What Does Erin Hope to Gain?

Erin doesn’t define success as the amount of money you make, but when you can wake up everyday and look forward to what you’re about to do. He loves his job at Urban Outfitters, but would love to take it to the next level and work on projects at a larger scale. Before Erin dies, he wants to make his mark on the world. His goal is to touch other peoples’ lives, make a difference, and leave a memorable impression on others. He wants people to realize that with everything he does, he puts his all into it. Erin is a hard-worker, but it sometimes gets overlooked because of his bubbly personality.

Conclusion

Through this activity, I was able to dive in to his concerns, behavior, environment, goals, and fears. Although Erin and I share a love for dance, I’ve discovered that our lives differ in many ways. While I’m still in school trying to figure out what I want to do with my life, Erin already has goals and dreams that he wants to accomplish. As a marketer, it’s important to develop a connection and understand your target audience. In order to successfully serve them, you need to recognize their culture and what they think and feel. The power of empathy allows you to walk in their shoes and discover their wants and needs. The persona I’ve created for Erin helped me realize that the struggle for acceptance is something everyone can relate to. Even if you are the most confident person in the room, the feeling of rejection can still hurt.