How to use empathy to identify pain points and improve the customer experience
Empathy is a strange thing. We all think we have it, but the reality is that it’s a difficult thing to really step out of yourself and think about how something may impact another. Furthermore, it’s difficult to take the time to understand the type and degree of pain inflicted, and then be willing to do something about it in order to impact your innovation strategy.
What do I mean by pain? For example, the obstacles that exist in a product or process on the path from A to B, or the overall challenge. It may only be impacting a percentage of your market but every time it happens, a little bit of your customer’s faith and trust is eroded.