Maria is a motivated 18-year-old from a developing country who wants to get a top degree faster than through her country's outdated university system. She wants to study abroad but cannot afford the best international universities. She thinks online education could provide an affordable alternative if it offers an integrated program from a reputable source that allows her to learn at her own pace while continuing to work.

1. Empathy map and
problem definition
BORIS HRISTOV, TEAM “INSPIRING DESIGNERS”
DESIGN THINKING ACTION LAB, STANFORD UNIVERSITY

2. PROBLEM STATEMENT
Maria, an 18 year old motivated, social, English-speaking girl from a developing country needs a
better and faster way to get a top degree while working because the local education system is
outdated, inflexible, slow, unrecognized by employers and uncompetitive in today’s job
environment.

3. SAY
I want to study abroad because universities in my country are bad and I won’t have much of a
future. The problem is that it is too expensive to go to the best universities in the USA or UK.
I like online education because I have a smartphone and the internet here is very good.
I’m not sure that if I study 4 years I can find a matching job in this constantly changing world.
I’d like to be able to continue to learn as I start working if I need to switch careers and to expand
my knowledge.
I am willing to pay a fair price for a good degree.

4. FEEL
She feels the local university system is outdated, does not address employment needs, and lacks
modern approach, latest materials, research and technology. Maria feels at a disadvantage vs.
her peers because of that.
She feels her current skills are on par with global peers and should have equal education and
career chances.
She needs to understand her strengths and weaknesses in order to focus on something that
suits her abilities.
She is fine with an online study with offline social studying circle.
She needs to progress at her desired pace and retain the option to have instructor support.

5. THINK
She needs a suggested initial course plan based on her skills and exposure to the latest available
materials and resources globally.
She possesses a sound command of English, but prefers to study in her own language.
She needs the courses to be structured in such a way that she can learn and remember better,
improve her thinking skills and solve problems creatively and effectively in any field.

6. DO
She has found some websites that offer online courses, but nothing integrated and broad that
would address her needs.
She is currently working and wants to combine learning with working.