Building empathy with customers is important.
Empathy the ability to share & feel another's emotions. Three parts: 1. Perspective taking: put yourself in someone else's shoes 2. Non-judgmental: it doesn't matter what caused the problem, only that you can offer a solution 3. Recognizing emotions: realize the emotional impact the problem is having on the person Having a good understanding of your customer & their problems is the responsibility of everyone contributing to the product.
Observing research can have a positive impact within engineering teams. Impact on Messenger team was huge: 1. Motivated team towards a common goal 2. Built empathy 3. Shared understanding of insights across all disciplines 4. Built confidence