Service Design Soft Skill Builder: Empathy

We, the design community, talk (and write and speak) a lot about empathy.1 We lament theempathy deficit in our companies and clients and cry “something must be done about this.”  We tout personas, empathy maps, experience maps, and other methods as empathy deficit reducers that lead to better experiences (and profits). Some, at the extremes, position human-centered designers as Platonic figures releasing stakeholders from the shadows of opinion and faceless analytics into the reality of human emotions, needs, and desires. 

 

We talk a lot about other people’s empathy. But what about your own? What about mine? 

How empathetic am I?
by patrick quattlebaum