Day 117 - Acts of empathy

September 25, 2019

So I was to present a story that would allow for folks to empathize with the customers we've been interviewing.

While that is one form of eliciting empathy in listeners, I felt that the client would need a healthy dose of role play in order to better understand the obstacles one faces.

I've been trying to figure out the easiest instructions that would allow for non-native english speakers to participate.

The task a customer has to complete, or the lifecycle journey of the service, would have the customer interact, on average, with 7 touch points. Depending on the complexity of their situation, that can easily increase to be over 15.

So I need to craft a scene that would allow for the participants to feel knowledgable enough about the process, and yet also understand and empathize for the challenges a customer faces.

Day 116 - Poetry

September 23, 2019

Below is a poem forwarded by a friend, for the start of the week. It made me remember that I used to write mediocre poetry. I say mediocre because like my writing, it was another thing I liked to criticize myself about until it no longer existed. So I think I'll pick it up again, because it's one form of creative expression I have some affinity for. I'll try and do it for every 10th post. I complete. For now, here's one to enjoy and contemplate this week. KEEPING QUIET by Pablo Neruda N...

Day 118 - Boards of empathy Pt.1

September 25, 2019

The ideation workshop went better than expected. Though we started late, and not all the stakeholders we wanted present were there, the people that were in the room shared a bond and came away with new friendships and a mutual respect based on this shared experience. In terms of the scene I'd wanted to craft. I intended to have the a mix of people role play the customer accessing a service, and the stakeholders providing the service. I played with a number of scenarios in my head, and on paper, ...