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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…]

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…]

Doing business as Vicarious Partners

It is with tremendous excitement and huge dreams for the future that I am finally ready to announce that I have formally changed the name of my company to Vicarious Partners™. This new name much better reflects my mission to help organizations build deeper connections amongst colleagues and customers in an effort to deliver the [Keep Reading…]

I’m off to UX Hong Kong

A little over a year ago, I wrote a blog post titled I Wish I Were Going to UX Hong Kong and now I find myself sitting at the gate waiting to do just that. I am on my way to speak at UX Hong Kong! My life never ceases to amaze me, and this [Keep Reading…]

My 2011 Holiday Gift Guide of Pleasurable Experiences

Stuff is cheap, in the long run. At the end of our days, we’re not likely to remember the things we acquired as much as the moments we experienced. This holiday season, reconsider the packaged goods you’re intending to buy for the people you love. Instead, design an experience for them they’ll never forget. Here’s [Keep Reading…]

The Neighborhood Business Experience

It was 7:19pm. There I was, standing outside of Tarzian Hardware, its gate down and locked, the lights turned off. The store hours sign read Monday – Friday 8:30am – 7pm. I knocked on the window. I rattled the gate. I called the store from my cell phone with 8% battery remaining and could hear [Keep Reading…]

Photo of the day: Pen Pocket

All men carry pens, right? But putting a pen in your pants pocket can be a bit of a pain — it rolls around with your keys, sticks out to one side, the cap tears at the pocket lining. Sitting next to my friend Nik Agharkar at a dinner party, I noticed him reach inside [Keep Reading…]