“The ability to put oneself in another’s shoes and accurately intuit their experience is one of the most overlooked skills, not only in the area of design but also business, politics, education and the many other facets of our society. Empathy and the human connection is so fundamental to understanding our audience that without it, no amount of analysis, documentation, engineering or management will save us.
And yet, business is often times strangely at odds with exploring the emotional side of things. […]
In the world of business and design, the ability to acutely recognize areas of pleasure or friction could be the difference between a successful product and a bomb.”