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The Thief and The Healer

I was on Skype conducting a stakeholder interview with a client in London when my boyfriend returned to the apartment. He had just left for an appointment 5 minutes earlier. “So sorry to bother you, honey,” he whispered, “but your car was broken into.” I went deaf for a moment as my client continued answering [Keep Reading…]

Mark Ruffalo and Sesame Street Teach Kids About Empathy

Empathy is a hard thing to understand, and it’s an even harder thing to do — if you weren’t raised to do it. With the help of actor Mark Ruffalo, Sesame Street tries to explain the meaning of empathy to the kids at home. Mark: “Empathy is when you’re able to understand and care about [Keep Reading…]

The Management Problem

During lunch on Monday at An Event Apart in Chicago, just after I had presented my talk What’s Your Problem? Putting Purpose Back into Your Projects, I sat with a group of gentlemen who all work on the same team at a large publishing house. They were kindly enthusiastic about my message and said it [Keep Reading…]

Designing Time

I recently wrote about how I’ve become much better at designing my own time. Recognizing the infinite options with which to spend it, having a clearer sense of what makes me happy and fulfilled has allowed me to make the right choices to meet my greater goals. This skill is not only crucial as it [Keep Reading…]

On Empathy and Apathy: Two Case Studies

The suffix -pathy means “feeling” or “suffering” The prefix em- means “within” or “inside” The prefix a- means “not” or “without” By definition, empathy is the opposite of apathy. Empathy is defined as “the ability to understand and share the feelings of another” — within + feeling or inside + suffering. Apathy is defined as [Keep Reading…]

Alan Alda falls victim to McAfee’s dreadful customer experience

A month ago, my mom forwarded me an article from the New York Times that I only got around to reading now (as is known to happen with forwards from Mom). Turns out she picked a good one: a forehead-slapper about acclaimed actor Alan Alda’s helluva time canceling his McAfee email monitoring: Theater of the [Keep Reading…]

The Empathy Belly at Ford Motor Company

Henry Ford famously said, “If I had asked my customers what they wanted, they would have said a faster horse.” Despite the lack of hard evidence that Ford actually uttered those words, the phrase is wielded by lots of designers and business owners who want to justify basing decisions on their instincts rather than engage [Keep Reading…]