Your At Home Guide to Building Customer Empathy | Summary and Q&A

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September 14, 2020
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Stanford Online
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Your At Home Guide to Building Customer Empathy

TL;DR

Learn about the importance of filling the innovation funnel with a variety of ideas and how to seek inspiration and empathize with users through interviews.

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Questions & Answers

Q: How do you choose the starting point for a journey map during an interview?

The starting point should be determined by the user's experience and can begin at any relevant moment, even if it is before the expected starting point. The focus is on capturing the user's journey, so the interview should start where they feel their journey begins.

Q: How do you integrate rich qualitative information with big data?

Qualitative insights obtained through interviews can serve as a starting point for exploring big data. The interviews can provide specific questions to ask and help guide the analysis of vast amounts of data.

Q: How do you work with customers who are not providing much information during interviews?

Some interviews may require more effort and patience. It is important to ask open-ended questions, be patient, and explore different angles to elicit more information. The goal is to build trust with the customer and create an environment where they feel comfortable sharing.

Summary & Key Takeaways

  • This video introduces updates to tools used in the empathize and prototype course and shares new techniques for virtual work and empathetic conversations.

  • The video emphasizes the need to generate a large amount of material and ideas to achieve innovative results.

  • The speakers discuss the importance of seeking unexpected inputs and using inspiration as a disciplined practice to stimulate creativity.

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