Why empathy? Human centered Why empathy? Human centered People will surprise you.

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Presentation transcript:

Why empathy?

Human centered

Why empathy? Human centered People will surprise you

Why empathy? Human centered People will surprise you To inspire

How empathy?

What are we looking for?

Expressed Needs

What are we looking for? Expressed Needs Latent Needs

What are we looking for? Expressed Needs Latent Needs Work-Arounds

…uncover needs that are meaningful to THEM. (NOT you.)

The beginner’s mindset… Not judging Questioning everythingTruly curious Finding patternsGreat listener

Immerse. Observe. Engage.

Adventure Series: Cozy Camp

Immerse. Observe. Engage.

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

H2 Prep for an Interview Question brainstorm Finding themes Question refinement

H2 Prep for an Interview Question brainstorm Finding themes Question refinement

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?

Team Roles: Lead interviewer Secondary interviewer Capture

Interviewing Rules 1 st RULE: You do not say ‘usually’ when asking a question.

Interviewing Rules 1 st RULE: You do not say ‘usually’ when asking a question. 2 rd RULE: If someone says “I think” or states a belief or seems to prefer one thing over another, then the conversation is NOT over. Ask why that’s important.

Interviewing Rules 1 st RULE: You do not say ‘usually’ when asking a question. 2 rd RULE: If someone says “I think” or states a belief or seems to prefer one thing over another, then the conversation is NOT over. Ask why that’s important. 3 th RULE: Only 10 words to a question.

Interviewing Rules 1 st RULE: You do not say ‘usually’ when asking a question. 2 rd RULE: If someone says “I think” or states a belief or seems to prefer one thing over another, then the conversation is NOT over. Ask why that’s important. 3 th RULE: Only 10 words to a question. 4 th RULE: No leading questions.

Interviewing Rules 1 st RULE: You do not say ‘usually’ when asking a question. 2 rd RULE: If someone says “I think” or states a belief or seems to prefer one thing over another, then the conversation is NOT over. Ask why that’s important. 3 th RULE: Only 10 words to a question. 4 th RULE: No leading questions. 5 th RULE: Capture the interview!

User Empathy Map

Extreme Users

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