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Focus on supporting a person to achieve a purpose, rather than on making an impressive statement.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
The empathetic mindset is about understanding another human being, mind-to-mind, without any accessories.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
A gym is a gym—but this one is better, because it gives you “sports health science!”
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Nicole, 3 years old, reads a story to the orange corn snake (which you can see hiding under the fake rock in the terrarium) before “putting it to bed” for the evening. She believes the snake wants the same kind of comfort that a story gives her at bedtime. The example demonstrates very early development of curiosity about the thinking of other people (or rather, reptiles).
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Bojko, Aga. 2013. Eye Tracking the User Experience. New York: Rosenfeld Media. rosenfeldmedia.com/books/eye-tracking-the-ux/
The All-Seeing by April Lee
Bojko, Aga. 2013. Eye Tracking the User Experience. New York: Rosenfeld Media. rosenfeldmedia.com/books/eye-tracking-the-ux/
Opinions are the thin crust over a person's deeper reasoning and guiding principles.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Zero in on where you can mix practical empathy into your own work.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Nicole, 3 years old, reads a story to the orange corn snake (which you can see hiding under the fake rock in the terrarium) before “putting it to bed” for the evening. She believes the snake wants the same kind of comfort that a story gives her at bedtime. The example demonstrates very early development of curiosity about the thinking of other people (or rather, reptiles).
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Empathy can help you think outside the box and see past the fog of details.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Cultivate the soil within your organization so empathy can take root and grow.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
The late model Blackberry Bold still had a physical keyboard. (Photo Credit Scott Baldwin, @benry)
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Practical empathy helps you understand the purpose and methods of your organization.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
People will work from different perspectives of a stated goal, unless the underlying purpose beneath a decision is communicated clearly.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Developing empathy means focusing only on the peaks and valleys of what the person tells you, nothing else.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
To the left is a good, clean summary sentence, diagrammed as a balanced mobile. Below is a summary that is a jumble of clauses and does not hang together.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
When your boss gives you a request, find out the deeper purpose of what he means.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Take a few minutes to run through at least three other people's perspectives as you polish your idea.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Books, movies, and games rely on mirrored and emotional empathy for you to identify with the characters.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Seize every opportunity with individual coworkers to listen to what's on their minds.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Southwest has a reasonably small number of options, but urges you to poke through the dates just to be sure there isn't a better option.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Sorted by duration, there are still an overwhelming 369 number of options on Kayak to look through.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Without a way to ground the lightning strike of emotion, your head might explode! (Photo copyright: Walter A. Aue. Source: www.flickr.com/photos/walter_a_aue/5718820769; Statues on a building at one end of the Stadtpark in Vienna, Austria.)
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Bojko, Aga. 2013. Eye Tracking the User Experience. New York: Rosenfeld Media. rosenfeldmedia.com/books/eye-tracking-the-ux/
See if you can ask someone who just made a demographic statement to restate in terns of reasoning patterns you found.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
It's almost magical how much better you understand someone when you spend time in review.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
One of Austin Kleon's newspaper blackout poems from his blog at austinkleon.com, September 2, 2013. (Reprinted with permission.)
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
In English, someone might use the word "feel" to describe a physical sensation, not an emotion. Skip these.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
If you've moved and have a new email address and phone number, this password-reset page from eBay only fills you with dread about long hold-times on the customer support line, or worse, losing your history and standing if you have to set up a new account.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
To the left is a good, clean summary sentence, diagrammed as a balanced mobile. Below is a summary that is a jumble of clauses and does not hang together.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
One of the many ways to gather quotes together, this example shows related concepts being collected using different font colors in the transcript. Using colors won't work for everyone, though.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
This photo depicts the mountainous region around Tuolumne, California, during winter. If you know the terrain, you can confidently go off-trail. The same goes for knowing the people you support—you can confidently depart from what the competition is pursuing.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Here's everything that was jotted down as a reminder to get back to during a 55-minute listening sessions.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Verbs that are unclear or not active are hard to understand later. Avoid these verbs.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Finding patterns is about looking for a concept with the same underlying purpose across individuals.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Writing summaries is one way of "studying" what was said. When writing summaries, stay focused on one person at a time. Don't make interpretations, deductions, or comparisons yet.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Now you can aggregate concepts across different people. You will also double-check that the information is presented clearly and is relevant to your scope.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Photo by Guang Nguyen Tri.
Doorbells, Danger, and Dead Batteries: User Research War Stories, Portigal, Steve, 2016. New York: Rosenfeld Media.
Photo by Priya Sohoni.
Doorbells, Danger, and Dead Batteries: User Research War Stories, Portigal, Steve, 2016. New York: Rosenfeld Media.
Photo by Gregory Cabrera.
Doorbells, Danger, and Dead Batteries: User Research War Stories, Portigal, Steve, 2016. New York: Rosenfeld Media.
An insurance company explored how people “experience a near-miss accident,” and these are three (of 32) aggregated patterns of thinking. The numbers in the column to the right of each summary represent each person’s unique ID number, in case you want to trace back to the quote and the transcript to reassess or explain the context.
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/
Practical Empathy: For Collaboration and Creativity in Your Work, Young, Indi. 2015. New York: Rosenfeld Media. rosenfeldmedia.com/books/practical-empathy/