Tom’s doing a little song and dance at the Delight conference on the topic of empathy, so we dig into a little bit: what do we really mean when we say we want to “build empathy” with our users; how do even do that; and why is it important?
With the easy access to customer data, we might think it’s just as easy to divine a bit of empathy for our customers from that data. But we need to understand the value and roles of quantified and qualified data, as well as the difference between an observation and an insight, when it comes to really understanding our customers. Tom walks us through some things to consider and some tactics for how he uncovers the real story buried within our data.
What does ABBA think?