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Empathy on the Edge: Scaling and Sustaining a Human-Centred Approach to Innovation
In today's global marketplace, companies are being asked to create innovative products and services for increasingly diverse users, cultures and environments. These 'design challenges' can be so wickedly complex that the task of aligning all of a project's stakeholders sometimes seems impossible. But it's not. The authors show that design empathy is an approach that can be embraced to draw upon people's real-world experiences and address modern challenges. They provide four strategies for scaling and sustaining design empathy within your organization, including 'telling stories, documentary-style' and 'taking clients on visceral journeys'.