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Empathy - Getting to Know Your Customer
Empathy - Getting to Know Your Customer
In this section you will be gathering information from the end user of your product, concept or service, to better understand their needs.
Definition:
Definition:
Discovering people's explicit and implicit needs.
What is meant by explicit?
clear and exact
What is meant by implicit?
suggested but not directly communicated, inferred
Therefore, Empathy & Need Finding involves discovering and understanding the problem and the needs associated which have been both clearly stated and/or may be derived or inferred from the situation.
Your Tasks:
Your Tasks:
Watch one of the videos below to develop an understanding of Empathy & Need Finding.
Improve your understanding of the situation through one or more information gathering processes.
Complete an Empathy Map.
Check in with your co-op teacher and sector mentor or supervisor.
How to Build Empathy & Create an Empathy Map
How to Build Empathy & Create an Empathy Map
Customer Empathy Map
Customer Empathy Map
(3:18)
Empathy Maps - The Key to Getting to Know Your Audience
Empathy Maps - The Key to Getting to Know Your Audience
(3:55)
Getting Ready to Complete an Empathy Map
Getting Ready to Complete an Empathy Map
Make your own copy of the Empathy Map .
Rename your Empathy Map.
Completing the Empathy Map
Completing the Empathy Map
Review the empathy and need finding strategies below.
Record your findings on the Empathy Map.
Reflect on gaps in your research and continue gathering information until you have a solid understanding of the issue.
Improving Your Knowledge of The Issue
Improving Your Knowledge of The Issue
Need Finding Activities
Need Finding Activities
You will now take some time to implement the four processes stated below to develop an understanding of the issues related to your challenge.
Research
Research
Interview Potential End Users
Interview Potential End Users
Observation
Observation
Experience the Challenge
Experience the Challenge
Check In Point
Check In Point
Co-op Students
Co-op Students
This is a perfect time to check in with your co-op teacher and sector mentor/supervisor to see if you are on track and have collected enough information. Be sure to share with them the type of Need Finding Activities from above that you have completed and your Empathy Map.
SHSM Students
SHSM Students
This is a perfect time to check in with your program lead to let them know how you or your team are getting started with the project. You can determine if you are on track and have collected enough information. Be sure to share with them the type of Need Finding Activities from above that you have completed and your Empathy Map. Don't forget to inquire about certification options.
Technological Education Students
Technological Education Students
This is a perfect time to make sure that you have a solid understanding of expectations and are progressing well. Check in with your Technological Education Teacher to determine if you are on track and have collected enough information. Be sure to share with them the type of Need Finding Activities from above that you have completed and your Empathy Map.
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