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Building empathy in a product team

by
Sinéad Cochrane
Intercom
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Building empathy with customers is important.

What is empathy?

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.

Building empathy with your customers through research

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

Create opportunities to build empathy

  • Consume customer insights
  • Map the customer experience
  • Perspective taking
  • Provide customer support
  • Become a customer
  • Always be curious All of these activities should be considered work. It is your responsibility as a product builder to create these opportunities for yourself.
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