Design Thinking - Empathy

Which statements are true? (2 statements)

• You should always start design thinking with Empathy because it is the core process.

• Design thinking can start with any part of the process because is an iterative cycle.

• Design thinking should only take place when there is a problem you are passionate to solve.

• Design thinking is a methodology that focuses on users as an anchor throughout the problem solving process.

What is Empathy?

• To understand a person's situation and to pity them

• To experience a person's situation so you can tell others what it was like

• To have a deeper appreciation and understanding of people's needs

• To listen to their problems and then give them advice

Name three types of empathy approach you can do to understand your user's needs better and gather insights.

• Engage users in debate (engage), Experience what your user goes through (immerse) Observe users in a controlled environment (observation)

• Engage users in opinion based discussions (engage), Assume what your user goes through (immerse), Observe users in their natural environment (observation)

• Engage users in interview (engage), Experience what your user goes through (immerse), Observe users in their natural environment (observation)

Which one of the following is false?

• We do immersion in empathy to allow ourselves to experience the similar journey faced by the user to help us understand better.

• While interviewing during empathy, we should always make sure we introduce ourselves and the intention of the interview.

• When observing during empathy, we should not give the user a heads up and introduce ourselves before observing them, to ensure we observe their natural behaviour.

• During empathy, we should only ask questions that would validate our answers in order to get the answers we are looking for.

Among the benefit of _______ is that we are able to see and pay attention to our users' experience and interaction with the service/product, and the surrounding environment.

• Observe

• Empathy

• Immerse

• Interview

What should we do during Empathy: Engage?

(There is more than one correct answer.)

• Introduce yourself and make the user feel comfortable

• Talk to 2 users at the same time to maximize our time

• Always ask Why to dig deeper

• Simplify the interview questions to "Yes and No" types to ease the user's understanding.

Which of these habits are important to carry out meaningful empathy exercises?

(There is more than one correct answer.)

• List down your intended discovery, assumption and unknowns about your user.

• Be prepared and get use to improvising your methods based on users response. Prep ahead by using 5Ws and 1H.

• Engage your user in lengthy conversation. Tell them as much as you can about the project challenge.

• Take notes or have a record of your exercise.

You and your team finished interviewing your users. You noticed there are gaps in your understanding of your users' needs and problems. To fill in these gaps, what should you and your team do next?

Choose the correct ANSWERS (more than one).

• Try your best to fill in the gaps yourself.

• Ask for another interview session

• Plan an observation exercise

• Become the user and experience what they experience.

List three tips when doing observation.

You have been tasked with coming up with a set of solutions to help: People who have experienced accidents which caused them to lose the use of their legs.

What scenario can you IMMERSIVE yourself in to gain insights on challenges this user faces?

Explain briefly how you will immerse yourself as the user.