A · UnderstandBeginner40 min read
2. Empathize: talk to humans
Design Thinking · 36 pages source format
Interviews, observation, and journey sketches. Seek stories and workarounds — not feature requests as gospel.
What you'll learn
- Interview prompts
- Observation
- Empathy maps
Interview guide
Open with recent stories. Dig into last time they struggled. Avoid leading “would you use X?”
Do this now
Run 3 interviews (15–20 min). Capture quotes verbatim.
Pro tip. Ask “show me how you do it today” when possible.
Clear?
Empathy map
Says / Thinks / Does / Feels — one map per primary user.
Do this now
Build one empathy map from your interviews.
Clear?