Page 69 - The Design Thinking Playbook

EXPERT TIP

How to dig deeper

Dig deeper

It is our goal to take a look behind the scenes.
For us to be able to take a peek behind the scenes of our users, we We dig deeper when searching for real needs!
must be able to build up a deep-rooted empathy with them. Various
methods and tools that go beyond pure observation can help to
achieve this. At this point, it is important to emphasize again that we
can recognize the real needs of our users only when we go to work
with the right attitude. We summarize:

We listen attentively to personal stories and experiences of
the interviewees.

We set aside our own experiences. It is best to
forget our own problems and wishes!

We search for the workarounds,
remedies, and quick fixes of our users.

Own We differentiate between needs and solutions.
problems If we already have a solution in mind, we find the problem and
the need for the solution!

We recognize contradictions between what
interviewees say and what they actually do. Alternative
solutions

One solution
I cannot Need
walk
on stilts!
Problem
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