Part of the journey-mapping process is identifying your customers’ wants, needs, and pain points. Empathy maps are visual depictions of these customer traits. At an E Source Forum workshop in 2017, we asked demand-side management (DSM) program managers to create empathy maps for their customers. This infographic spotlights maps for three of their personas:

  • Young and Influential
  • Toolbelt Traditionalist
  • Second-City Start-Up

Although these particular personas were developed in a conversation among DSM professionals, the same concepts can apply to many water, electric, or gas services.

Download the infographic to see what these program managers believed their customers were seeing, thinking about, doing, and hearing. Are your customers similar? To find out, contact our customer experience consultants to host a journey-mapping workshop at your utility. And check out the E Source customer experience glossary to learn more customer experience terminology.


Contributing Authors

Staff writer, Editorial

Liza Minor began working as a Staff Writer II on the Content Strategy and Production Team in the summer of 2020. Previously, she used E ...