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Empathy

Read these first

Why the Best Designers are also Facilitators

Design, Empathy, Research Methods and Techniques, Strategy, Working With Stakeholders

The core attributes of a good facilitator can also be found in a great designer.

November 21, 2012

Experience Maps Identify Inefficiencies and Opportunities

Customer Experience, Design, Empathy, Research Methods and Techniques

Experience maps are useful in visualizing how each customer interaction combines to create the overall experience.

October 4, 2011