What is the value of empathy?

What is the value of empathy?

Step away from faith-based conversations, it isn’t about which process is right…..what is the business value of empathy

Confused by all the hype around Design Thinking? Spend thirty minutes in your browser of choice and you can quite easily cherry pick the opinions of evangelists or naysayers and find yourself backing either depending on the voracity of their opinions.

Designers complain that design thinking hyperbole attempts to sell us that a very difficult to master set of skills can be implemented by anyone after a few hours of workshops plastering sticky notes willy-nilly. This they say has caused misuse and misunderstanding that the process can be used for everything and there is certainly truth to this, the “Man with a Hammer Syndrome” as the saying goes, “to the man with a hammer, every problem looks like a nail.” Wrapped up in what Orwell noted under the heading “Pretentious Diction” are terms like ideate versus think, methodology versus methods or ideation instead of thinking all adding to the mystique or mistrust.

But you can just as easily find many positive comments from the many practitioners who have found Design Thinking a useful framework for describing their process inside of organisations and bringing about positive change and innovation.

There is nothing wrong with the product it’s the retail outlets that are causing the problem. Design thinking isn’t the solution for everything it is not the scientific method, it is not meant to replace any other methodologies for other things, it is just another one. It’s one tool that can help us achieve a deep understanding of people, their desires, and the solutions that may have impact. By asking, “who and why and how.” It builds empathy for users and customers it’s not just understanding and recognising someone’s emotion, but a deep understanding of someone’s situation, feelings, talents, and beliefs and helps prevent problems before they happen and create real solutions.

Design thinking isn’t perfect. But it is a step in the right direction.

m3 is a collective of strategists and designers that provide a practical approach to problem solving, strategy development, organisational change, business analysis and program management.