Pulse Check: Empathy Mapping Your Product Manager, Pt. 2
Summary
We’ve spent a full-day exploring the challenges and opportunities in product/UX collaborations, and looking at those challenges and opportunities not only from a UX perspective, but also from a PM point of view. In this follow-up session, we’ll look back to the morning’s empathy mapping session, and take a beat to reflect those two roles and how they relate to one another.
Key Insights
-
•
Empathy mapping with large groups can reveal nuanced insights into product managers’ daily realities and pressures.
-
•
Product managers often compromise on feature usability to meet hard deadlines, intending to iterate later.
-
•
Cross-functional collaboration challenges for product managers include balancing meetings with execution time.
-
•
Synthesizing user research insights into accessible formats remains a key challenge for boosting product team decision-making.
-
•
Visibility and traceability of work via tools like Jira are essential for coordination between UX and product teams.
-
•
Metrics and impact are high-pressure areas where product managers feel accountability for product success in business terms.
-
•
Empathy must be thoughtful and evidence-based, acknowledging the limitations of sensory metaphors that can exclude some team members.
-
•
The relationship between UX and product managers benefits from ongoing dialogue, trust-building, and shared strategic goals.
-
•
Similar empathy mapping exercises could be extended to engineers and sales teams to foster broader organizational understanding.
-
•
Organizational leadership should facilitate workflows that enable hybrid vigor, helping diverse roles collaborate productively rather than compete.
Notable Quotes
"Product managers are trying to keep up with deadlines but often launch hard-to-use features hoping to make them better later."
"We put product managers at the center to map what they see, say, do, and also think and feel based on our collective experiences."
"It’s really hard for product managers to find time for actually doing the work because of all the meetings."
"Synthesizing user feedback in a way that’s easy for product managers to consume is one of the hot topics right now."
"Empathy mapping uses sensory metaphors but can exclude people with disabilities if we’re not careful."
"We have to ask how confident we are in our empathy—whether it’s evidence-based or just assumptions."
"Product and UX ought to be allies presenting a united front at the table, not competing for supremacy."
"We each bring different skills, temperaments, and interests, so there’s no one perfect relationship model between roles."
"Taking a pause to reflect on what our counterparts are experiencing can help us partner better, rather than react defensively."
"Leadership needs to design workflows that favor hybrid vigor instead of ambiguous relationships that frustrate everyone."
Or choose a question:
More Videos
"Accessibility was just a clever trick that some charitable organization or someone who wanted to give back would do almost for fun."
Sam ProulxTo Boldly Go: The New Frontiers of Accessibility
March 11, 2022
"Public data has a life of its own; it is sometimes one thing, sometimes another, depending on context and display."
Bryce Benton[Demo] AI-powered UX enhancement: Aligning GitHub documentation with USWDS at Austin Public Library
June 4, 2024
"We cannot remove barriers we aren’t aware of."
Samuel ProulxDesigning beyond caricatures: Embracing real, diverse user needs
December 4, 2024
"User research is interdisciplinary; only two thirds of people who do research describe their job as primarily research."
JP Allen Holly HoldenNavigating the UX Tools Landscape
October 1, 2021
"Building rapport and rituals helped our remote team foster camaraderie and trust."
Asia HoePartnering with Product: A Journey from Junior to Senior Design
November 29, 2023
"Stories don’t work by extraction, people tell them and you listen."
Kwabena Opoku Leonie Annor-Owiredu Sam LadnerMethodological toolkit for unique research impact
March 11, 2026
"Training and coaching must be continuous because the ground keeps changing as new methods emerge."
Lija HoganDoing more with more: Lessons from the Front Lines of Democratization
March 9, 2022
"Early inclusion is less costly and more effective than retrofitting accessibility later."
Samuel ProulxInvisible barriers: Why accessible service design can’t be an afterthought
December 3, 2024
"The DEO looks at all business problems as design problems, solvable through creativity, imagination, and metrics."
Maria GiudiceEmpowering change: Reigniting purpose, passion and impact in research
March 13, 2025
