The Empathy Map is a visual tool used to better understand users by exploring their thoughts, feelings, actions, and needs. It is divided into sections that represent what users think and feel, see, say, and do, and what hurts and makes them happy. In the innovation and design process, the Empathy Map helps create a more complete and human image of the user, facilitating empathy and a deeper understanding of their motivations. This allows designers to develop solutions that are more aligned with users' true needs and desires, improving the effectiveness and relevance of the product or service.