Design thinking is a concept and an approach to problem-solving. The problems or challenges could be local problem or global problem. Design Thinking emphasizes on "Empathy" as one of the tools to solve problems. So, what actually is "Empathy"?
An Internet search for "Empathy" will produce thousands of results. This flow of information could be very overwhelming. To reduce the feeling of being overwhelmed, lets understand this concept in a simplified manner.
A dictionary definition of "Empathy" is "Ability to identify and understand another's situation, feelings and motives". Its one's capacity to recognize the underlying causes for the challenges other people have. "Empathy" means "putting yourself in the other person's shoes" or "seeing things through someone else's eyes".
Daniel Pink, in his book “A whole new
Mind: Moving from the Information Age to Conceptual Age”, points out that, those
who have strong right-brain (interpersonal) qualities are most sought after
talent. According to him the factors that are causing this change are
Abundance, Asia, and Automation. "Abundance" refers to increasing
demand for products or services that are aesthetic and experiential;
"Asia" refers to the growing trend of outsourcing;
"Automation" is self-explanatory.
Daniel Pink suggests amongst six skills that are vital, one of which is “Empathy”.
"Empathy":
1) The ability to imagine yourself in someone else's position.
2) To imagine what they are feeling.
3) To understand what makes people tick.
4) To create relationships and to be caring of others
These skills are very difficult to outsource or automate. However, it is increasingly important for the business.
Empathy, then, is an ability that is well worth cultivating. But how?.
Start by using these steps to understand the causes for the problems/challenges that needs solution:
Watch and Observe: Time lapse video, a day in a life, Shadowing, Fly in the wall
Ask and Listen: Interview, 5 Whys, Extreme users
Try and Do: Self immersion, role playing, prototyping.
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