Participants experience various emotions as they begin a listening session with you
listening session
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 is contraindicated: during a listening session. I encourage participants in this UX Mastery community chat to put […]
generalizations get you nowhere
Much of the time, people default to generalizations when describing how they approach things. It’s habit. Generalizations unfortunately tend to gloss over the details of thinking and reacting and instead focus on explanation. When developing empathy, you want to get beyond explanation to the details, so you will want to ask a person to describe […]