empathy

This tag is associated with 6 posts

When #Lean isn’t enough – #novel

We all know about Lean. At least most of us do. We need to Lean our processes and organizations. We need to make them more efficient and less wasteful. But the problem is that Lean is only for incremental improvements. Given an existing process, how can we make it 5%, 10% more efficient? But the … Continue reading

Why Customer #Empathy ?

Why should we bother with Customer Empathy? Many time we have seen the results. Either you deal with Customer Empathy or you deal with Customer Anger. It is much more efficient to deal with Customer Empathy when you define an offering than dealing with Customer Anger to fix the offering. Sadly, most the time Information … Continue reading

Generate customer insight or build awful things

Note: before we get into things: “customer” can include end users, citizens, as well as staff– in essence it is the group of people for whom you are designing a solution. Build what your customers want– obviously this is what you need to do. The problem is that if you ask them what they want, … Continue reading

Empathy, Mapping Customer Job Stories, and Business Modeling

It’s been some time since I wrote about customer job stories and the connection to empathy maps and solution design (initial post here), so I thought I would revisit this topic and provide more context. In the beginning. . . Empathy. Always. Not only at the start, but through every stage. There are multiple ways … Continue reading

So why empathy?

Why empathy? This question comes up frequently, whether I’m talking to people about developing  Butterfly, or talking to them about product/service/solution development in a more general sense. I’ll keep this short. I think most people have a general appreciation for being empathetic, and acknowledge that it’s a good thing to be – like an aspiration … Continue reading

The #1 competency of a great Project Manager #pmot

I was talking on Friday to Steve Rogalsky (@srogalsky) about my thoughts on the #1 competency of great Project Managers. As soon as I said that I corrected myself and said that it is never that simple. There is not just one thing. That was something that makes for a great Blog title and Blog … Continue reading