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The identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another

WHAT is empathy

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To discover people’s explicit and implicit needs while uncovering surprising insights so that you can design solutions for their problems

WHY gain empathy

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“Tell me about the last time you_______________________.”

“Tell me about an experience you’ve had with _______________________.”

seek STORIES

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“How did you feel when [x] happened?”

“What were you feeling at that point?”

talk about FEELINGS

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And always follow-up with ‘why?’

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Interview Observe Understand

HOW TO gain empathy

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Pending DP: Picture of homework activityi.e. someone in a blood donor chair (them!)Someone getting a flu shot (you did this!)etc.

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Expose. Observe. Engage.

Train your eye to seek out insights…

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WHATHOWWHYWhat is this person (or persons) doing?

How are they doing it? Pretend you are describing the picture to someone not looking at it.

Why are they doing it this way? Take a guess. Start to form a story.

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Expose. Observe. Engage.

Have a good conversation…

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Turn to your partner and interview them about their blood donation experience. [3 min each]

Remember:• Have a good conversation.• Prompt the person to tell you stories.

• Talk about feelings.• Follow up with ‘why?’

PRACTICE gaining empathy

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Expose. Observe. Engage.

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10 MIN: Observe: Watch blood donation empathy video20 MIN: Team connect: debrief Observe, prep for Engage45 MIN: Engage: Rotate through user interview stations10 MIN: Saturate team board for empathy

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