1. empathy mode lecture This work is licensed under the Creative Commons Attribution-Noncommercial-Share Alike 3.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by-nc-sa/3.0/

6. empathy: what? empathy is: when you feel what the other person is feeling. when you can mirror their expression, their opinions, and their hopes.

7. empathy: why? to understand people, and their spoken and unspoken needs to discover the meaningful challenge to take on

16. What we saw in the trauma room…. 97 97

18. the trauma nurse’s perspective “During a 99 there might be 50 people in the room that I have to manage.” Identity confusion Crowding & traffic Assertingauthority “Many times people just don’t listen to me. I don’t feel like I have authority.” Trauma Managing patient information Noise

19. empathize: how? designers approach empathy . . . without judgment with a beginner’s eyes with curiosity optimistically respectfully

20. empathize: how? immerse. observe. engage.

21. empathize: how? immerse. observe. engage.

22. who and where? central characters

23. who and where? central characters other stakeholders extreme users analogous situations

24. who and where? central characters other stakeholders extreme users analogous situations needs and knowledge are more pronounced

25. who and where? central characters

26. who and where? central characters other stakeholders?

27. who and where? central characters other stakeholders

28. who and where? central characters other stakeholders extreme users?

29. who and where? central characters other stakeholders extreme users

30. who and where? central characters other stakeholders extreme users analogous situations?

31. who and where? central characters other stakeholders extreme users analogous situations

32. seek stories tell me about the last timeyou _________? tell me about an experience you’ve had with _________?

33. talk about feelings how did you feel when _________ happened? what were you feeling at that moment?

34. follow up with “why?” really? can you tell me why that matters? say more about that . . . i see . . . why do you feel that way? okay. and that is important because why?

35. anatomy of an interview Explore Emotions Evoke Stories Question Statements Thank & Wrap-up Build Rapport Intro Project Intro Yourself Intro Yourself Intro Yourself

36. How to Prep for an Interview Question brainstorm Finding themes Question refinement

37. How to Prep for an Interview Question brainstorm Finding themes Question refinement

38. How to Prep for an Interview Question brainstorm Finding themes Question refinement Can you tell me about the last time you went to the gas station? Walk me through your steps—What do you do first? Next? What were you doing while waiting for it to fill up? When driving up to the gas station, how do you feel?

39. empathy prep now • in the next 90 minutes: • discuss where you will go and who to talk to • plan around your arranged interviews • prepare preliminary interview questions • exchange contact information and make a meet-up plan