The document discusses the importance of empathy in design thinking. It defines empathy as understanding another person's perspective. The author provides an example of interviewing a user about a booking form without empathy, where the user's problems were not fully understood. With empathy, the author was able to understand the user's frustrations and root causes by listening without judgment, exploring emotions, and using techniques like empathy maps. This led to designing a solution that better addressed the user's needs and feelings, improving adoption of the product. The document emphasizes that to truly understand users, designers must try to experience problems from their perspective using empathy.