Using Intercepts to Know Your Humans

@StephHabif

Simon Sinek

“We are living in the world of selfies and self-help. There’s an entire section in the bookstore called “self-help” but there is no section labeled “help others.”

We have lost sense of how to take care of each other.”

Simon Sinek

My score My partner’s score

Human-Centered Design

accept ambiguity artifacts behavior changing communicate competence core define

design diagrams embrace emotional empathy experience

experimentation explore failure humanizing innovation iterating language

learning nurturing observe people pivoting problems risk simplifying

sketches strategy thinking tools understanding users

Design Thinking

Design Thinking

Design Thinking

SPRINT

Monday Tuesday Wednesday Thursday Friday

Understand Sketch Decide Prototype Test

Monday Tuesday Wednesday Thursday Friday

Understand Sketch Decide Prototype Test

Monday Tuesday Wednesday Thursday Friday

Understand Sketch Decide Prototype Test

WHY EMPATHY IS IMPORTANT

!!!!

you!want!to!design!something!that!will!be!used!by!people!!!!

to!design!something!that!people!will!use,!it!has!to!fill!a!need!and!fit!into!their!lives!!!

to!design!something!meaningful!you!need!to!understand!their!lives,!their!behavior,!their!beliefs!!!

!!

!!

!!!!

What do we want to know?

Research Q. 1

Who can tell us what we want to know?

Research Q. 2

How will we use the information?

Research Q. 3

To increase your comfort and confidence around connecting with your humans by way of brief intercepts

Purpose

Brandon StantonHumans of New York

Carrie Mathison“Homeland”

Anderson CooperCNN Presidential Democratic Debate

Robin RobertsRed Carpet - Academy Awards

A Brief Intercept:

• a research technique for gathering insights in a short amount of time

• when you observe people in their environment + follow up those observations with a few open-ended questions

• when you figure out how to make a stranger feel comfortable enough to disclose a meaningful story

• can be leveraged at any stage of development.

N = 122

intercepts

focus on

observations, conversations, and stories

to uncover needs

Cardinal Rules

• Meet a clients where s/he is at

• The #1 determinant of a positive outcomes is the client/counselor relationship

• Observe, Listen, Observe, Listen, Observe

Interview Tips

• Keep it Natural

• Be Curious

• Be Respectful

• Explore Tensions

Learn as much as you can about your

partners shoes

Tell me a story about…… Say more about

(topic they bring up in their story)

Why is that important to you

what happened next

Listening

• things important to the speaker

• pain points

• when energy fluctuates

• What comes after the “But”

Learn as much as you can about your

partners shoes

Tell me a story about…… Say more about

(topic they bring up in their story)

Why is that important to you

what happened next

“But….”• “I have no trouble getting up and down the stairs, but

I keep my TV, laptop, smartphone downstairs in case I want to use them.

• “I don’t know who I’m going to vote for, but I think Trump will best at strengthening our economy.”

• “I’m sorry, but I was super sleep deprived and hormonal.”

What do we want to know?

Who can tell us?

How will we use the information?

Research Q’s