Design Thinking for Innovation

2.7 Unpacking Empathy

Mary Bolander
2:22 min video
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Key Takeaways

  • To help make sense of all the empathy you gathered, we recommend writing out all of these short insights, quotes, anything that may be of value in building your End User glasses, on individual sticky notes or in a spreadsheet.
  • Look for anything that may help us answer the question, "How might I see the world through my End User's eyes?"
  • There will be pieces of your empathy notes that aren't relevant or helpful in building your End User glasses- that's okay!
  • Categorize your empathy into 4-7 groups in a way that makes sense to the team. We suggest looking for trends around how your End Users think and what they value.
  • Write short statements to summarize the new categories, which will serve to clearly represent who your End User is and what they need as you enter into the Reframe.###

ActivityEmpathy gathering can quickly get disorganized, so it is important that you have a plan of action. For this activity, please refer to the instructional video and downloadable materials found in section 2.8 of the course content. ###

Group Discussion
  • How might empathy help our team address immediate challenges we are facing?
  • Are we designing anything right now with End User glasses on? If not, how will we begin building our End User glasses?###


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