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Empathy First: Mindset, Techniques, Tools

Presented by:

Mike Osswald

We’re all experiencing growing pressure to deliver experiences with less time and budget, but we must not forget our core purpose: we help people interact successfully with businesses, products, and services. It’s time to make sure we focus on Empathy First: ensuring we understand people’s situations, needs and knowledge, before we jump into solutions. This is especially true as we look to create more inclusive and accessible experiences. I’m going to present my thoughts on prioritizing empathetic human-centered activities and deliverables – focus on interviewing with less bias, telling user stories to our clients and team with more meaning, making sure our cross-functional teams never lose track of the “why” when defining and building the “what” from beginning to end.


February 2019


26 minutes