The Art And Science Of Customer Empathy In Design Thinking

In human-centered design, we use a set of tools to observe and communicate with people and better understand their journey. Empathetic listening and observation are essential during the entire design process:

  • Immersion: Place ourselves in the full experience through the eyes of the user.
  • Observation: Carefully watch and examine what people are actually doing.
  • Conversation: Accurately capture conversations and personal stories.


Kaan Turnali