- April 30, 2018
- Dorothy Leonard, Leonard, Barton Group LLC & Harvard Professor
- Member: FREE
Design thinking has recently gained great popularity, and an important element in such thinking is empathy with the client. Leaders in this ideology uncover the unarticulated needs of clients through an ethnographic process of observation and interviews. Professor Dorothy Leonard has written extensively about that process. However, in recent research, she has identified additional ways of getting inside clients’ minds. In this presentation, she shares recommendations on how to create better user experiences.