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Empathy Mapping and the business of understanding

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I was invited by Hillsborough Community College to give a lecture on Empathy Mapping and the importance of empathizing with customers in business to a group of veterans studying entrepreneurship. I began the lecture by pretending I understood what it meant to be a vet, then told the group how full of it I was, and used the stunt to illustrate how in business we are normally not our customers.

Published in: Design
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