building rapport in a listening session
Participants experience various emotions as they begin a listening session with you
listening tips
Q&A from my recent workshops
eavesdropping
Active listening is not simply about trying to recognize a person’s emotion
the 1:10 ratio
I spend 10x the hours in analysis as I do in the listening sessions.
listening deeply
You can’t develop cognitive empathy just by looking
Eat, Smell, Prey
exploring an example problem space This case study aims to encourage you to get some problem-facing research started, using practical empathy and mental model diagrams. Researching the problem (as opposed to the solution) is a lot easier than you might… Read More
enabling empathy
Creative Mornings is a global breakfast lecture series for the creative community. There are monthly themes, and the theme for September 2015 was “empathy.” I was invited to speak at the Oakland chapter of Creative Mornings. I cover… Read More
ask the UXperts empathy & active listening
The practice of note-taking is heavily ingrained. Throughout school, students take notes as a way of remembering things and as a sense-making tool. This carries over into people’s professional lives. There is a time, however, when taking notes… Read More
intelligence vs. understanding
This article originally appeared in the inaugural edition of Scroll magazine in September 2008. Reprinted below. “You cannot develop a good solution for someone without empathising with that person. Maybe you know the facts. For example, a customer needs to… Read More
