Empathy as part of design practice has been taking a bit of a beating lately. I think people are confused that empathy should rule design and execution. No, empathy is for understanding what it’s like to be on the inside of a problem by stepping out of our expertise. We’ve got to move back and forth between the openness of empathy and the closed nature of expertise in order to understand the messiness of a problem and then create the simplest and most effective solution possible.

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