INSPIRE
Step 3 | Empathy building
Conduct Engage, Observe, Immerse, & Reflect Activities to build empathy
Immerse
Become the user
- Use the design yourself.
- How does it work for you?
- How do you feel using it?
- What would you do differently?
- How would you want it to change?
Engage
- Interact with people by talking with them.
- Conduct an interview.
- Ask them to tell you stories.
Observe
Watch what people do. Video or sketch your observations. Take note of these things:
- What are they doing?
- How are they doing it?
- Why are they doing it?
Reflect
Reflect across the learning from your previous activities to identify key insights:
What people most care about
What most challenges them
What are their pain points
What drives their behavior
What people say they do, and what they actually do are different. Qualitative research enables you to put yourself in someone else's shoes to get beyond what they say to what they think and feel.
(Source: ExperienceInnovation™ simulation by ExperiencePoint®)
- Look for things that suprise you, things people care about, and work-arounds or adaptations.
- What might be learned by looking at extremes?
Use empathy building activities to create a Persona
Learn by engaging, observing, and immersing and then synthesize what you learn to create a persona.
Deliverables
Pulling from insights gained during empathy building activities, each Team is responsible for sketching out a persona based on your team’s preassigned group (i.e. Manager, End User, Support Staff, etc.)
Persona Slides will be presented at the final Share Learning Webinar/Meeting, and will be displayed on a Gallery Wall during the Design session in the next phase of the journey.
The best personas answer these questions:
- What does a typical day look like?
- What do they value most?
- What are their biggest fears/pain points?
- What are their motivations?
- What do they need?
