I just read Jon Kolko' s thought provoking insight on empathy with customers. I am summerizing my key take aways here:
- It's not enough to recognize a pattern. You have to actually FEEL like the individual user. Share the anxieties and feelings which are experienced by the user.
- While complete empathy cannot be achieved, pursuit of empathy is a key.
- Empathy is specific: Its a feeling of what its like to BE the SPECIFIC USER
So, are you ready to get as specific as you can, for your product?