This empathy map is part of the assigment for Venture lab Course 2013

1. Empathy Map
Narciso Arméstar
Venture Lab
August 2013

2. Stakeholder
• Entrepreneur of Hospitality Industry.
• Middle age woman
• Owner of small Hotels in Lima Perú. Oriented
to receptive tourism.
• Business Administration graduate with a
master Degree in Tourism Marketing
• Growing Business Life of Cycle

3. SAY
• These days there are a lot of demand of personal,
but there is a lack of qualified people.
• Like the country is growing people are going to great
Corporations and not medium size enterprises.
• Compensations and higher salaries in Corporative
jobs make the difference.
• Medium size firms are also a place to develop like
professional and could offer a career.

4. DO
• Search for good Prospects in Hospitality
Schools in Lima
• Trying to find a good method for interview so
can find talent people in Hospitality
• Some people are good in knowledge but not
have empathy with clients and on business.
• Offer a career in Hotel Management, training,
flexible work schedule, grow with the
company, average salary.

5. THINK
• How I can be more effective giving information in
the interview that prospects can understand the
possibilities of the position.
• How many time will be the internship enough to
be sure the new employee is the one I need.
• Good grades at school in not a trust that will
match the requirements of this position.
• Soft skills are very important in Hospitality
positions.

6. FEEL
• Upset
• Suspicious
• Uncertain
• Do not lose hope to find the right staff
• When I think that I found the right staff they
leave me.

7. INSIGHTS
• She doesn´t find a good method to select staff
for her business
• She try to offer good compensations but staff
can realize the important opportunities that is
in front.
• She knows what she needs but she can´t find
the way to make a hiring staff process more
effective.

8. Problem Statement
Ambitious and
idealistic entrepreneur
women with a good
knowledge of the
business and the
qualifications for her
staff.
Find the right staff for
her business (Good
Managers)
Her experience trying to
find the right stuff is
not good enough .
Managers don´t spent
too much time in the
work and go to another
larger firm
Stake holder Needs Insight
Needs
a
way
to
Because