design thinking institute august 2011

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Design Thinking InstituteAugust 2011

A US Department of Education Blue Ribbon Award Winning School

the intellectual identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another

WHAT is empathy

Expose. Observe. Engage.

HOW TO gain empathy

To discover people’s explicit and implicit needs so that you can meet them through your designs

WHY gain empathy

Expose. Observe. Engage.

HOW TO gain empathy

Pending DP: Picture of homework activityi.e. someone in a blood donor chair (them!)Someone getting a flu shot (you did this!)etc.

Expose. Observe. Engage.

Train your eye to seek out insights…

WHATHOWWHY

What is this person (or persons) doing?

How are they doing it? Pretend you are describing the picture to someone not looking at it.

Why are they doing it this way? Take a guess. Start to form a story.

Expose. Observe. Engage.

Have a good conversation…

“Tell me about the last time you_______________________.”

“Tell me about an experience you’ve had with _______________________.”

seek STORIES

“How did you feel when [x] happened?”

“What were you feeling at that point?”

talk about FEELINGS

And always follow-up with ‘why?’

Turn to your partner and interview them about their blood donation experience. [3 min each]

Remember:• Have a good conversation.• Prompt the person to tell you stories.

• Talk about feelings.• Follow up with ‘why?’

PRACTICE gaining empathy

Expose. Observe. Engage.

10 MIN: Observe: Watch blood donation empathy video15 MIN: Team connect: debrief Observe, prep for Engage45 MIN: Engage: 3 user interviews