EmpathyEmpathyIn the simplest terms, it’s feeling what In the simplest terms, it’s feeling what another person feels.another person feels.

To Empathize we…To Empathize we…ImmerseImmerse: Experience what your user : Experience what your user experiencesexperiencesObserveObserve: View users and their behavior in the : View users and their behavior in the context of their own livescontext of their own livesEngageEngage: Interact with and interview users : Interact with and interview users through scheduled encountersthrough scheduled encounters

TeTextxt

Say/Do/Think/FeelSay/Do/Think/FeelThis is a tool that helps us think about people more deeply.This is a tool that helps us think about people more deeply.We need to understand what they SAY, DO, We need to understand what they SAY, DO, THINKTHINK, and , and FEELFEEL..

TeTextxt

The InterviewThe InterviewIt’s a BUILDIt’s a BUILD

Build RapportBuild RapportSeek StoriesSeek StoriesTalk About FeelingsTalk About Feelings

Walk me through how you… Walk me through how you… How did you feel at that moment when…How did you feel at that moment when…Could you tell me why that’s important to Could you tell me why that’s important to you?you?

Interview TipsInterview TipsAvoid leading questionsAvoid leading questionsDon’t be afraid of silenceDon’t be afraid of silenceLook for inconsistencies & contradictionsLook for inconsistencies & contradictionsNotice the nonverbal cuesNotice the nonverbal cuesStay on the same path of a questionStay on the same path of a questionAsk why as much as possibleAsk why as much as possible

Continue to ask yourself:Continue to ask yourself:Am I asking the right questions? Am I asking the right questions?