Empathy is a Verb

1. Question everything

1.1. Open-ended questions

1.2. DO NOT BIAS THE RESPONSES

1.3. Do not lead the question

1.4. Sequence is important

1.5. Asking tough questions first can make people open up

2. Are you solving the right problem? What does the user really need?

2.1. Get to the core of the issue

2.2. Empathize with the user's real problem.

2.3. Reframe, reframe, and keep reframing.

3. "How Might We..."

3.1. How: assumes there are solution (creative confidence!)

3.2. Might: says we can put ideas out there that might or might not work

3.3. We: says we're going to do it together and build on each other's ideas

4. Reframe

4.1. Telempathy (INF1602 Project)

4.1.1. Lee needs a way to make an appointment without calling or going in person.

4.1.2. Lee needs to access mental health resources online without having to go in person.

4.1.3. Lee needs a way to access mental health resources quickly without having to wait 30 minutes in line.

4.1.4. Lee needs a way to access suitable mental health resources in order to get help as soon as possible.

5. No, seriously, reframe it.

6. Why?

6.1. But why?

6.1.1. But why?

6.1.1.1. Hmm...but why?