Gregory's Server@oliversampson @grimalkina There’s a similar passage on „the Art of Innovation“ about „Sally“, a travel agent who hacked her conference call using lots of phones with speakerphone mode, or two handsets held against each other, or private talk with a cupped handset.
Tom Kelley says those kinds of people is what he found the most interesting because they describe „true“ needs and wants and what works and what does not.
@oliversampson @grimalkina It’s still a quite corporate framing of the idea:
„Empathy is about finding and listening to the Sallys of the world. It’s about rediscovering why you’re actually in business, whom you’re actually trying to serve, what needs you’re trying to fulfill. Companies periodically need an empathy check.“
But when even these people give that kind of signal… I find that poignant in of itself.