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6 empathy is: when you feel what the other person is feeling. when you can mirror their expression, their opinions, and their hopes. empathy: what?

to understand people, and their spoken and unspoken needs to discover the meaningful challenge to take on empathy: why?

97 What we saw in the trauma room….

the trauma nurse’s perspective Noise Asserting authority Managing patient information Identity confusion Crowding & traffic Trauma “Many times people just don’t listen to me. I don’t feel like I have authority.” “During a 99 there might be 50 people in the room that I have to manage.”

designers approach empathy... without judgment with a beginner’s eyes with curiosity optimistically respectfully empathize: how?

immerse. observe. engage. empathize: how?

immerse. observe. engage. empathize: how?

who and where? central characters

who and where? central characters other stakeholders extreme users analogous situations

who and where? central characters other stakeholders extreme users analogous situations needs and knowledge are more pronounced

who and where? central characters

who and where? central characters other stakeholders?

who and where? central characters other stakeholders

who and where? central characters other stakeholders extreme users?

who and where? central characters other stakeholders extreme users

who and where? central characters other stakeholders extreme users analogous situations?

who and where? central characters other stakeholders extreme users analogous situations

tell me about the last time you _________? tell me about an experience you’ve had with _________? seek stories

how did you feel when _________ happened? what were you feeling at that moment? talk about feelings

really? can you tell me why that matters? say more about that... i see... why do you feel that way? okay. and that is important because why? follow up with “why?”

Intro Yourself Intro Project Intro Yourself Build Rapport Evoke Stories Explore Emotions Question Statements Thank & Wrap-up anatomy of an interview

Question brainstorm Finding themes Question refinement How to Prep for an Interview

Question brainstorm Finding themes Question refinement How to Prep for an Interview

Can you tell me about the last time you went to the gas station? Walk me through your steps—What do you do first? Next? What were you doing while waiting for it to fill up? When driving up to the gas station, how do you feel? Question brainstorm Finding themes Question refinement How to Prep for an Interview

in the next 90 minutes: - discuss where you will go and who to talk to - plan around your arranged interviews - prepare preliminary interview questions - exchange contact information and make a meet-up plan empathy prep now

in the next 90 minutes: - discuss where you will go and who to talk to - plan around your expert interviews - prepare preliminary interview questions - exchange contact information and make a meet-up plan -XXXXXXXXXXXXXXXXXXXX -XX empathy prep now