Day 117 - Acts of empathy

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.

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