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3 keynote dtaiwan20100907_ntu_3_bruce_empathy_c

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Praludium Liu
Praludium Liu

Here are some potential interview questions and observation locations your team could consider: Questions: 1. Tell me about your daily routine. 2. What challenges have you faced related to (topic)? 3. What do you enjoy most about (topic)? 4. How has your experience with (topic) changed over time? 5. What would help make (topic) easier for you? Observation: Your local senior center - observe activities, interactions between seniors, accessibility of space.

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the ability to step outside of yourself [ empathy ] and see the world as other people do. ? copyright Jump Associates LLC
Needfinding Discovering people¡¯s explicit and implicit needs so that we can create appropriate solutions. ? copyright Jump Associates LLC
Needfinding To imagine solutions that don¡¯t exist, look for needs that haven¡¯t been met. ? copyright Jump Associates LLC
Needs Solutions ? copyright Jump Associates LLC
need ¡¯ned n [ME ned, fr. OE nied, ned] 1 : necessary duty : OBLIGATION 2 a : a lack of something requisite, desirable, or useful b: a physiological or psychological requirement for the well-being of an organism 3 : a condition requiring supply or relief 4 : lack of the means of subsistence : POVERTY ¨C Webster¡¯s Ninth New Collegiate Dictionary ? copyright Jump Associates LLC
need ¡¯ned 1 : a physical, psychological or cultural requirement of an individual or group of individuals 2 : something missing. VERB. solution se-¡¯l¨¹-shen 1 : an object, action or e e process that satisfies a need. NOUN. ¨C Stanford Needfinding ? copyright Jump Associates LLC
Needfinding So how do you find out what people really need? ? copyright Jump Associates LLC
Key Concept Observations take many forms. Watch. See the world with new eyes. Listen. Ask open ended questions. Do. Walk in their shoes. Buy. Purchase competitive and analogous solutions. Read. Mine both core and peripheral information. Reflect. You know more than you think you do. ? copyright Jump Associates LLC
Key Concept Use A-E-I-O-U to observe the world around you. A ¨C Activities E ¨C Environments I ¨C Interactions O ¨C Objects U ¨C Users ? copyright Jump Associates LLC
IMAGE: ? Jump Associates ? copyright Jump Associates LLC
Key Concept Seven ways to build empathy for people. 1. Be open to seeing the world in new ways. 2. Watch first, believe what you see, and ask questions later. 3. Separate out what you see from what you interpret. 4. Make it about them, not about you. 5. Get stories by asking simple, open-ended questions. 6. Let participants set the agenda. 7. Use participants¡¯ own words. ? copyright Jump Associates LLC
Key Concept Be open to seeing the world in new ways. As Marcel Proust said, ¡°The real magic of discovery lies not in seeking new landscapes, but in having new eyes.¡± To get beyond your own frame, acknowledge that you have your own personal way of seeing the world, and then get ready to challenge it. ? copyright Jump Associates LLC
Key Concept Watch first, believe what you see, and ask questions later. unfold and pay attention as they do. Let things Resist discounting people or what they say. Don¡¯t ignore things that are off-putting or contradictory, take note of them. Don¡¯t bias towards things that support your version of the world. People make sense! ? copyright Jump Associates LLC
Key Concept Separate out what you see from what you interpret. Turn off your inner interpretations. Don¡¯t assume you know why they do what they do¡ªask. Keep the facts as pure as possible while in the field. Bracket your interpretations separately in your field book. ? copyright Jump Associates LLC
Key Concept Make it about them, not about you. Create the interview norm. Limit talking about yourself. Don¡¯t reference your own experiences when they bring up theirs. Talk 10% and listen 90%. Ask a question and wait two seconds. Turn off your cell phones. ? copyright Jump Associates LLC
Key Concept Get stories by asking simple, open-ended questions. Use simple language. Allow the participant to interpret the question to best suit what they want to tell you. ¡°Tell me about¡­,¡± ¡°Can you describe¡­,¡± Don¡¯t ? Ask questions that can be answered yes/no ? Are multiple choice (not theirs) ? Have an implied right/wrong ? Represent theories you¡¯re trying to test ? copyright Jump Associates LLC
Key Concept Let participants set the agenda. Follow their lead. Use your mental GPS to track progress. What¡¯s important to them is important to you. Let them tell the stories they want to. ? copyright Jump Associates LLC
Key Concept Use participants¡¯ own words. Enter their world. Put them in the role of the expert. Don¡¯t correct their words or pronunciation. Avoid introducing business jargon. ? copyright Jump Associates LLC
¡°The only real voyage of discovery consists not in seeking new landscapes, but in having new eyes.¡± ¨C Marcel Proust ? copyright Jump Associates LLC
Exercise Prepare for fieldwork. Tips for doing the interviews¡­ ? Open the interview with easy questions ? Stay engaged with your interview subject: Think about body language ? Have roles for each person on your team: Interviewer, note taker, photographer
Exercise Prepare for fieldwork. Interview questions As a team, think about 3-4 topics you want to cover and come up with a list of 10 questions to ask during your interview. Tip: Write open-ended questions that get them to tell stories about their experiences. Wide research As a team, brainstorm a place that you can observe people, environments or interactions related to your topic. Tip: Bring new eyes to looking at places that you may be familiar with, but haven¡¯t thought of it from the point of view of an older person.

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3 keynote dtaiwan20100907_ntu_3_bruce_empathy_c

  • 1. the ability to step outside of yourself [ empathy ] and see the world as other people do. ? copyright Jump Associates LLC
  • 2. Needfinding Discovering people¡¯s explicit and implicit needs so that we can create appropriate solutions. ? copyright Jump Associates LLC
  • 3. Needfinding To imagine solutions that don¡¯t exist, look for needs that haven¡¯t been met. ? copyright Jump Associates LLC
  • 4. Needs Solutions ? copyright Jump Associates LLC
  • 5. need ¡¯ned n [ME ned, fr. OE nied, ned] 1 : necessary duty : OBLIGATION 2 a : a lack of something requisite, desirable, or useful b: a physiological or psychological requirement for the well-being of an organism 3 : a condition requiring supply or relief 4 : lack of the means of subsistence : POVERTY ¨C Webster¡¯s Ninth New Collegiate Dictionary ? copyright Jump Associates LLC
  • 6. need ¡¯ned 1 : a physical, psychological or cultural requirement of an individual or group of individuals 2 : something missing. VERB. solution se-¡¯l¨¹-shen 1 : an object, action or e e process that satisfies a need. NOUN. ¨C Stanford Needfinding ? copyright Jump Associates LLC
  • 7. Needfinding So how do you find out what people really need? ? copyright Jump Associates LLC
  • 8. Key Concept Observations take many forms. Watch. See the world with new eyes. Listen. Ask open ended questions. Do. Walk in their shoes. Buy. Purchase competitive and analogous solutions. Read. Mine both core and peripheral information. Reflect. You know more than you think you do. ? copyright Jump Associates LLC
  • 9. Key Concept Use A-E-I-O-U to observe the world around you. A ¨C Activities E ¨C Environments I ¨C Interactions O ¨C Objects U ¨C Users ? copyright Jump Associates LLC
  • 10. IMAGE: ? Jump Associates ? copyright Jump Associates LLC
  • 11. Key Concept Seven ways to build empathy for people. 1. Be open to seeing the world in new ways. 2. Watch first, believe what you see, and ask questions later. 3. Separate out what you see from what you interpret. 4. Make it about them, not about you. 5. Get stories by asking simple, open-ended questions. 6. Let participants set the agenda. 7. Use participants¡¯ own words. ? copyright Jump Associates LLC
  • 12. Key Concept Be open to seeing the world in new ways. As Marcel Proust said, ¡°The real magic of discovery lies not in seeking new landscapes, but in having new eyes.¡± To get beyond your own frame, acknowledge that you have your own personal way of seeing the world, and then get ready to challenge it. ? copyright Jump Associates LLC
  • 13. Key Concept Watch first, believe what you see, and ask questions later. unfold and pay attention as they do. Let things Resist discounting people or what they say. Don¡¯t ignore things that are off-putting or contradictory, take note of them. Don¡¯t bias towards things that support your version of the world. People make sense! ? copyright Jump Associates LLC
  • 14. Key Concept Separate out what you see from what you interpret. Turn off your inner interpretations. Don¡¯t assume you know why they do what they do¡ªask. Keep the facts as pure as possible while in the field. Bracket your interpretations separately in your field book. ? copyright Jump Associates LLC
  • 15. Key Concept Make it about them, not about you. Create the interview norm. Limit talking about yourself. Don¡¯t reference your own experiences when they bring up theirs. Talk 10% and listen 90%. Ask a question and wait two seconds. Turn off your cell phones. ? copyright Jump Associates LLC
  • 16. Key Concept Get stories by asking simple, open-ended questions. Use simple language. Allow the participant to interpret the question to best suit what they want to tell you. ¡°Tell me about¡­,¡± ¡°Can you describe¡­,¡± Don¡¯t ? Ask questions that can be answered yes/no ? Are multiple choice (not theirs) ? Have an implied right/wrong ? Represent theories you¡¯re trying to test ? copyright Jump Associates LLC
  • 17. Key Concept Let participants set the agenda. Follow their lead. Use your mental GPS to track progress. What¡¯s important to them is important to you. Let them tell the stories they want to. ? copyright Jump Associates LLC
  • 18. Key Concept Use participants¡¯ own words. Enter their world. Put them in the role of the expert. Don¡¯t correct their words or pronunciation. Avoid introducing business jargon. ? copyright Jump Associates LLC
  • 19. ¡°The only real voyage of discovery consists not in seeking new landscapes, but in having new eyes.¡± ¨C Marcel Proust ? copyright Jump Associates LLC
  • 20. Exercise Prepare for fieldwork. Tips for doing the interviews¡­ ? Open the interview with easy questions ? Stay engaged with your interview subject: Think about body language ? Have roles for each person on your team: Interviewer, note taker, photographer
  • 21. Exercise Prepare for fieldwork. Interview questions As a team, think about 3-4 topics you want to cover and come up with a list of 10 questions to ask during your interview. Tip: Write open-ended questions that get them to tell stories about their experiences. Wide research As a team, brainstorm a place that you can observe people, environments or interactions related to your topic. Tip: Bring new eyes to looking at places that you may be familiar with, but haven¡¯t thought of it from the point of view of an older person.